Customer Care Representative

Work Description for Customer Care Representative with Urban REI Management.

We thank you and welcome you to apply for the full-time Customer Care Representative position with Urban REI Management, as we look forward to having you join our team.

We are a Real Estate Investment Organization and focus mainly on Flipping residential properties as well as building a rental property portfolio that encompasses single-family residences, but multifamily apartment buildings as well.
Additionally, we have a property management and construction division that maintains our properties as well as managing and maintaining properties for other property owners. The following is an outline / description of tasks that need to be accomplished.

The onboarding process will involve calls, video chats, screen shares, zoom calls, loom videos, etc. to help you visualize what we would like to do and how to accomplish the tasks and have fun in the process.

Hours of operations – 8:00 A.M. to 5:00 P.M. CST (1 Hour Lunch)

Weekly schedule – Monday through Friday

Understanding that this business is not unique to having changes come up throughout the day and the need to be agile and adjust to handle the items that come up. We are looking for a team player that possesses and outstanding positive attitude that will communicate with people in a positive, caring, and kind manner. There may occasionally be the need to work outside of the work schedule listed above.

Aside from the items listed below there will be other needs such as contacting people on our behalf to gather or give information. We will be giving you direction on these tasks.

Daily work segments (Running your day in segments):
There will be daily and weekly goals as well as instructions on which tasks will be “Urgent” or have more urgency to them. Aside from these “Urgent items”, we are looking to have your days broken up into segments so that we are making progress on multiple items simultaneously.

Coordination with the property management and construction personnel in the field.
You will be communicating with our representatives as well as vendors to ensure properties are being managed correctly. This includes communicating with the other people of the property management team as well as our construction teams, tenants, property owners, etc.

Skills we are looking for in candidates for this position:
• Punctual
• Outstanding written and oral communication skills
• Outstanding Typing skills to make notes in a proficient manner
• Customer Service Oriented
• Thrive in a fast-paced working environment
• Attention to Detail is a must
• Problem-Solving Skills
• Must be fluent in English, written and verbal

This Customer Care Representative role entails the following:
• Communicating with the property management and construction teams regarding work that is planned, or scheduled, work that is in process of being completed, and work that has been finished to track and categorize the work status as well as communicate with the billing team to ensure any expenditures of each project are categorized and accounted for to ensure that all billing gets billed back to the proper property owners on time.
o For work that is planned – we need to ensure that budgets are established and tracked to ensure that we stay within budget.
o For work that is in process of being completed, we need to ensure that we are reporting back to the property owners the status of where the project is at from a cost standpoint.
o We use Progress Billing to bill out work as it is occurring to keep the project moving forward.
o During the stages of the project(s) described above, we will need you to download photos (that are posted to our sites / channels, that the property management and or construction crew took at the property showing that the work is in process or has been completed.
o Contacting service personnel make sure that the photos of the property are sent in and are descriptive as far as what work was done on which property and categorized correctly.
o The photos will need to be uploaded into our property management software “Buildium” into the records of each property to ensure that they become notes of the property. This allows the property owners to reference those pictures to know what was done and be able to reference that for billing.
o Making sure that we are maintaining and updating expenses where the crews may have purchased materials at home improvement centers, or other locations and tying them back to each property appropriately.
o Communicating with our accounting team to ensure that they correctly update our accounting software to reflect the bill backs you are generating.
o For work that has been completed we need to ensure that we close the loop on projects to ensure that all check and balances have been met to close out the file on each particular project.
o Making sure that maintenance items are followed up on and followed through the entire process before they are considered completed.
o Being conscientious and being very detail oriented.
o Being proactive to ensure that we resolve issues right away.
o Being able to follow the work orders in our system to ensure that projects are updated daily and closed out properly when they are completed.
o Understanding our scopes and work assignments for monitoring / updating billing of work, daily.
o Resolving tenant issues as they come up as well as scheduling tasks to minimize maintenance items causing a tenant any inconvenience resulting in breakdowns.
o Ensuring that rental payments are receive and accounted for currently.
o Following up with tenants regarding scheduling for maintenance and needing access to the property.
o Making sure that all communications and transactions are updated in Microsoft trams as well as entered into Buildium (Our Rental property software) and that processes are being followed before they are considered completed.
o Ensuring that any vacancies are leased up immediately.

Software’s and systems that we use:
Microsoft Teams – Team communication
Ring Central – Audio Calls
QuickBooks – Accounting Software
Buildium – Property Management Software
WhatsApp – Some Field Communication
Home Depot – Home Center Account

Please click the link below to complete your application & take our assessment.
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