Customer Service Representative - FS


Job Description
Customer Service Representative - FSCity Jacksonville State FL, United States Job ID 10728Job DescriptionInvitation Homes is a fast-paced evolving company, offering high-quality homes for lease in desirable neighborhoods across America. As the nation's premiere home leasing company, we own, lease and operate approximately 80,000 properties ensuring a move-in ready living space that provides a clean, safe, and functional home for our residents.The market teams include our Leasing and Property Management teams as well as our Rehab, Turns & Maintenance professionals. Together, our talented teams create excellent resident experiences from the time the resident moves in to the home, throughout the duration of their lease and during their transition as they move out. Our teams work hard to create and maintain high-quality homes and ensure potential residents are presented with a rental property they can't refuse! We are seeking candidates with a drive to excel in our thriving organization. We are looking for professionals who are ready to join our work-family, provide excellent service to internal and external customers and embrace our fast and friendly approach. As the single-family home rental industry is quickly evolving, we are looking for dedicated learners who are passionate to serve our residents and maintain top-quality homes. Apply today! We're looking forward to getting to know you! Job SummaryThe Customer Service Representative - Field Services (CSR-FS) position provides administrative support, customer service and maintenance solutions to residents and other stakeholders in a fast-paced, high volume environment. The CSR-FS manages the day-to-day service dashboard, bids and work order approvals, while supporting the needs of the Rehab, Turns and Maintenance (RTM) team. This position reports directly to a Regional Manager.Essential Job Duties and ResponsibilitiesMonitor maintenance dashboard and task center daily to ensure timely response to work order dispatch approvals, request for information, escalations and other communicationsReview turn & rehab dashboards to ensure proper task execution and respond to flagged exceptionsUtilize reporting to monitor performance and complianceManage the Maintenance Technician and/or Superintendent daily schedules & assignments to ensure optimum efficiencyReview and approve/decline work order proposals within approval limit, verifying proper scope, documentation, and pricingAssist in researching and coordinating vacant utility issues to ensure utilities are activated in a timely mannerManage and facilitate eviction schedules and personal property holds; coordinate eviction clean-outs and/or personal property removalReschedule in-home work orders directly with resident when necessaryServe as first point of contact for RTM related resident escalations and collaborate with internal teams to ensure appropriate corrective action and communicationMeet with and assist residents with resolving escalated maintenance issuesSchedule new and pre-acquisitions budget walks to be performed by Superintendents as well as resident orientations and pre move-out visits with residentPerform other duties as assignedEducation and/or ExperienceHigh school Diploma or GEDMinimum 2 years of customer service, administrative experienceExperience in property management or maintenance is preferredSkills/Specialized KnowledgeWorks well under pressureExcellent organizational skills with a high level of attention to detailStrong verbal and written communications skillsEffective customer service and conflict resolution skillsWorks collaboratively with team membersIntermediate proficiency in MS Word, Excel, Outlook and AdobeEffective problem-solving skillsRequired Licenses or CertificationsNoneOther RequirementsMust maintain professional appearance.Ability to be at work on a regular and consistent basis; Overtime may be required for this position.Physical and Mental DemandsThis position will spend long hours sitting and using office equipment and computers. The position may also entail light lifting of supplies and materials occasionally, up to and including 20 pounds in addition to reaching, stooping, standing, and walking. This position requires the ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate and communicate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.Work EnvironmentStandard office working environment that may be busy and noisy at times. Invitation Homes is committed to Equal Employment Opportunity ("EEO") and to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful retaliation. Invitation Homes strictly prohibits all discrimination on the basis of race, color, age, national origin, ancestry, ethnicity, religion (including religious dress and grooming practices), disability, marital or familial status, genetic information, military or veteran status, medical condition (including cancer or a record or history of cancer), sex (including, pregnancy, childbirth, breastfeeding or related medical condition), sexual orientation, gender identity or expression, request for leave, or any other status or classification protected by applicable federal, state, and/or local laws. This commitment to EEO extends to all areas of employment actions, including but not limited to recruiting, hiring, training, evaluation, promotion, compensation, benefits, termination, participation in company activities, programs, or events, or any other terms or conditions of employment. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and advantages of employment. Please contact to request accommodation. Applicants are protected from retaliation for filing a complaint or assisting in the investigation of a complain under this policy. Any questions concerning this policy or complaints about conduct prohibited by this policy should be forwarded to the Ethics Hotline at 877-231-3984 or companies (Broadleaf Results and TalentRISE) are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.