Call Center Representative

Overview

Liberty Military Housing – Own your passion for service!

At Liberty Military Housing we’re here to serve those who serve our country by providing military families with comfortable, well-maintained homes in inviting communities across the United States. We take great pride in our highly trained team of professionals. With a blend of property management and military backgrounds, our employee-owners bring a proactive, solution-oriented mindset, along with unparalleled levels of empathy and understanding for our residents and one another. 

Liberty Military Housing is dedicated to helping our employees develop personally and professionally and provides an unprecedented 150+ hours of professional development annually to each employee-owner. Camaraderie and collaboration form the foundation of our culture. We put people first, honoring one another’s diverse experiences, ideas, and contributions to our shared success. We strive to bring out the best in each other so we can do outstanding work and positively impact the lives of military families.

We’re always looking for dedicated team members in a variety of roles to help create meaningful results that help us meet our company goals. We offer an excellent benefits package, training, development, and opportunities for advancement, so if you’re ready to grow your career, take a look at our current job openings and become an employee-owner at Liberty Military Housing.

Responsibilities

A Day in the Life of a Call Center Representative:

As a Liberty Military Housing Call Center Representative, you will be responsible for providing customer service and assistance to the residents of Liberty Military Housing by addressing their needs and concerns and responding efficiently and accurately. You will also provide administrative support to the district offices nationwide.

Your Responsibilities include, but not limited to:

• Acts as a conduit for maintenance requests that have errors/concerns and ensures they are brought to the attention of the National Call Center Manager to ensure the proper resolution/review.
• Effectively communicates with the National Call Center Manager/Immediate Supervisor(s) concerning any resident/employee concerns, comments and needs.
• Attends monthly call monitoring with Quality Assurance Supervisor to measure performance as directed by the National Call Center Manager.
• Participates in dispatch schedule to ensure all messages from answering service are responded to correctly and entered in a timely manner.
• Ensures that company property is not taken or damaged in any way.
• Maintains a service level of 70% or higher when answering calls within 30 seconds or less.
• Maintains an average of 5% total calls as compared to all weekly answered calls.
• Maintains a satisfactory attendance record with minimal tardiness, call outs and unpaid leave.
• Assists immediate Supervisor with updating and maintaining daily the HOT Items Board and binder.
• Immediately contacts emergency maintenance personnel as any emergency maintenance situation develops per LMH guidelines.
• Contact the applicable public service response organization (fire department, police, EMS, etc) in the case of emergency (fire, criminal activity, death, severe water damage, or other major catastrophes) and National Call Center Manager. Follows applicable emergency procedures.
• Assists National Call Center Manager/Supervisor(s)/Team Lead with special projects as needed.
• Participates in monthly call coaching goals as outlined by the QA Supervisor and Supervisor/Team Lead.
• Participates in monthly and any “as needed” training workshops as directed by the National Call Center Manager/Training Supervisor.
• Represents the Company in a professional manner at all times. Consistently maintains a professional courteous attitude when dealing with residents, coworkers and the general public.
• Performs various administrative and computer tasks, email communications, input of information/data into various software and information systems (Yardi, Google, Gmail, call center software and other company-related systems).
• Performs other duties as necessary.

Qualifications

What You Need for Success:

• High school diploma or GED required.
• Minimum 6 - 12 months of customer service experience required.
• Flexible schedule to include weekends and/or evenings (weekends required).
• Call Center and data experience required.
• Customer-focused attitude and willingness to serve customers.
• Must have an understanding of resident needs, knowledge of property locations, and general knowledge of maintenance service categories.
• Excellent verbal skills and exceptional listening, questioning and call control techniques.
• Aptitude to handle challenging telephone call situations.
• Ability to accurately and efficiently process information and tasks.
• Excellent computer (MS Office - Word, Excel and Outlook) and typing (minimum 35 wpm) proficiencies and experience with VoIP phone systems.

What We Provide You: 

Liberty Military Housing takes into consideration everything from career development to family matters, and health & wellness. We are committed to offering our team members a wide range of benefits, including the following:

• Medical/Dental/Vision Insurance*
• Life and AD&D Insurance
• 401k Retirement Plan w/company match
• Employee Stock Ownership plan
• Incentive Bonus Program
• 10 Paid Holidays per year
• 40 hours Paid Sick Leave per year**
• 80 hours Paid Vacation per year**

*Medical/Dental/Vision insurance eligible after 30 days of full-time employment.

**Vacation and sick time are based on the employee's hire date.