Customer Service Representative - Norfolk Crossing

Overview

Liberty Military Housing – Own your passion for service! 

About Liberty Military Housing

Liberty Military Housing is one of the largest providers of military family housing in the United States. In partnership with the US military, we are committed to delivering safe, high-quality‑ homes and exceptional service to the families of men and women who serve our country. We’re seeking dedicated team members for a variety of roles and offer excellent benefits, training, development, and opportunities for advancement. If you’re ready to grow your career and become an employee owner, explore our current opportunities today.

What We Provide You: 

Liberty Military Housing is committed to supporting our team members in every aspect of life—from career development to family needs and overall health and wellness.

We proudly offer a comprehensive and competitive benefits and incentive package that includes:

• Platinum-Level Medical, Dental & Vision Coverage with affordable premiums
• Employee Stock Ownership Plan (ESOP) become an employee owner with retirement savings
• 401(k) Retirement Plan with Company Match
• Education Reimbursement up to $5,250 per year
• Generous Paid Time Off, including vacation, sick time, and 10 paid holidays
• Wellness Benefits, including free gym access and additional wellness programs
• Quarterly & Monthly Bonus Incentives
• Career Growth Opportunities. Unlock your potential with immersive, hands-on training designed to elevate your skills, help you advance, and build a rewarding long-term career with a company that truly invests in your future.
• Life and AD&D Insurance

Responsibilities

A Day in the Life of a Customer Service Representative:

As a Customer Service Representative, you will be responsible for providing customer service to all prospective and current residents within a multi-family residential community. Your role includes answering phones as well as taking and following up on service requests of our residents.  Your role is instrumental in the resident move-in process, which includes showing new homes, completing new leases and ensuring residents needs are met.  Your role requires effective customer service skills and the ability to work efficiently and effectively and deliver on our mission of providing exemplary service in accordance with Liberty Military Housing’s quality customer satisfaction standards.

Your Responsibilities include, but not limited to:

• Assists prospective residents with information regarding their lease, the community, and the move-in process.
• Prepares lease documents for residents as part of the move-in process (pets, allotments, etc.).
• Ensures all lease paperwork is completed and entered into the system.
• Responsible for responding to and managing resident complaints and/or service issues and may coordinate with appropriate staff to address and resolve resident concerns.
• Supports residents during the move-out process, which may include notice to vacate and resident transfers.
• Manages resident lease process including finalizing leases with the residents and providing information regarding the community and resident services.
• May perform post-turn unit inspections and complete move-in inventory inspections with new residents.
• Follow-up with residents who have requested work-order/services or expressed issues/concerns with the community.
• Responsible for lease renewal notification and timely resident notice to renew or vacate.
• Works in conjunction with maintenance team to ensure service requests are assigned and scheduled appropriately and completed in a timely manner.
• Responsible for resident follow up to ensure services rendered have been completed according to LMH standards and meet resident’s satisfaction.
• Promotes positive resident relations by ensuring resident concerns and requests are responded to on a timely basis to ensure resident satisfaction.
• Participates in outreach marketing activities (i.e. market surveys, shop competitors, etc.) on a regular basis to obtain prospective residents.
• Performs other general office duties (i.e. phones, filing, special projects and assignments as needed).
• Performs various administrative and computer tasks, email communications, input of information/data into various software and information systems (Payscan, Yardi, and other company-related systems).
• Composing and distributing of correspondence/notices (3 day, move-out charges, renewals, and other important resident notices that pertain to maintenance services, etc.).
• May participate in property walks/inspections (grounds, common areas, parking lots, community rooms, make-readies, quality control, etc.) to ensure community is well maintained according to LMH’s quality standards.
• Participate in and attend various department or regional meetings, resident or community events, seminars, and other work-related events.
• Complies with all OSHA safety regulations, local applicable laws regarding health, safety or environment, Fair Housing and LMH Standard Operating Procedures and Policies.

Qualifications

What You Need for Success:

• Position requires 6 months+ of residential property management or customer service role preferred.
• Proficiency in personal computer skills, keyboard, Internet search, email correspondence, math, Microsoft Office, including Word, Excel, and other software applications preferred (i.e. Yardi, Payscan).
• Effective communication and interaction with customers, vendors, management, co-workers; sufficient to exchange or convey information and to give and receive work direction.
• Ability to work in a fast-paced environment, multi-task, prioritize and complete assigned duties to ensure operational objectives are achieved.
• Must possess a positive and professional demeanor in all interactions, under all circumstances.
• Ability to operate a motor vehicle (valid license required).
• Must be available to work a flexible schedule, including weekends, off-hours and emergencies as required.

Pay Range is $19.00 - $22.00 Hourly