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Maintenance Call Center Coordinator

Company: FirstKey Homes, LLC
Location: Marietta
Posted on: June 6, 2021

Job Description:

The Maintenance Call Center Coordinator will handle inbound maintenance request calls from residents in FirstKey Homes properties from all markets. This role will use scripts and systems to troubleshoot the maintenance issue by either helping the residents resolve this issue themselves or generate work orders for in-market maintenance teams.


  • Answer next-in-queue inbound calls from residents regarding property maintenance requests.
  • Follow scripts to gather information from the resident to identify the property, confirm the resident’s identity, and lease terms.
  • Navigate problem “trees” in Yardi to narrow the issue into trackable categories.
  • Capture all necessary information from the resident to identify the true issue and appropriate solution by listening carefully, asking questions, displaying empathy and providing direction to the resident.
  • Help the resident resolve issues that can be addressed directly by the resident (e.g., resetting a circuit breaker switch).
  • Advise residents on repairs that are the responsibility of the resident, per the lease terms.
  • Generate work orders in Yardi property management system with complete and concise information for the
    in-market maintenance teams to respond in accordance with FirstKey Homes service level agreements.
  • Monitor, review, edit and process maintenance requests coming through the online resident portal. This may require rewriting, coding and making outbound calls to the resident if more information is needed.
  • Contact market team for resident on their behalf if necessary.
  • Initiate outbound calls to residents when follow up is required. For example, provide residents directions to keep technicians safe during scheduled maintenance visits.
  • Perform soft transfers to other teams such as collections and leasing.
  • Contact public utility providers on behalf of the resident during limited circumstances (e.g, a gas leak).
  • This brief summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s manager at any time based upon Company need.

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • High School Diploma or equivalence
  • Minimum 1-year of full-time, successful call center experience
  • Working knowledge of maintenance and home repair

 

 

PREFERRED EDUCATION AND EXPERIENCE

  • Experience using Yardi Voyager or similar property management program
  • Dispatch experience such as trucking, logistics, repair services, etc.
  • Understanding of maintenance project specifications and scopes of work
  • Working knowledge of air conditioning, appliances, plumbing, carpentry, roofing, electricity, carpet, vinyl, windows, painting, and drywall
  • Proficient in Spanish, both reading and writing

 

REQUIRED KNOWLEDGE

  • Customer Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

REQUIRED SKILLS

  • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Speaking — Talking to others to convey information effectively.
  • Writing — Communicating effectively in writing as appropriate for the needs of the audience.
  • Service Orientation — Actively looking for ways to help people.
  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

 

WORK STYLES & BEHAVIORS

  • Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
  • Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
  • Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
  • Self-Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
  • Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.
  • Adaptability/Flexibility— Job requires being open to change (positive or negative) and to considerable variety in the workplace.

 

FirstKey Homes is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, veteran status, genetic information or any other legally protected classification or status.

 

This document is provided by the Company for the benefit of its employees. It is not a contract and does not create a contract of any kind. The Company, at its sole discretion, may modify, suspend or terminate the document at any time, with or without notice. Final interpretation of the document and its provisions is the responsibility of the Human Resources Department.

 

Keywords: FirstKey Homes, LLC, Marietta , Maintenance Call Center Coordinator, Other , Marietta, Georgia

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