Operations Support Coordinator

What You'll Do:

• Develop and maintain positive relations with vendors, clients/ residents and internal partners as required to ensure superior client satisfaction. 

• Receive and handle customer calls and email requests for services and assist TL with client inquiries via external formats.  

• Manage real-time inquires while keeping track of and responding to commitments  

• Act as Project Manager and Vendor liaison as needed. 

• Manage the scheduling and completion of all project type work orders while ensuring all work orders are properly linked and sequenced.  

• Ensure work orders are thoroughly created to resolve the current needs and issues of the homes  

• Act as a final escalation point before determining whether any disputes or un-satisfied service confirmations need to be highlighted to Team Lead or Affiliate Market Manager 

• Maintain open communication with Affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship  

• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person; will be considered a point person for the handoff between shifts and/or other offices   

• Enter information into our database and ensure consistency and accuracy  

• Demonstrate professionalism in communication, relationship development, customer service, etc.  

• Shift flexibility may be required   

• Foster a positive team environment  

• Ensure confidentiality and accuracy of internal and external data  

• Perform ad-hoc projects and other duties as assigned  

• Assist in training team members and provides constructive feedback as necessary  

• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers  

• Performs work under general supervision; carefully reviews the details and accuracy of work performed   

What You'll Need:

 Professional Skills  

These are the professional skills we would expect from an individual fully established in this role. 

• Problem-Solving - Expert  

• Learning Agility - Advanced  

• Customer Service - Expert  

• Verbal Communication - Advanced  

• Written Communication - Advanced  

• Relationship - Expert  

• Analysis - Advanced  

• Prioritization - Advanced  

• Teamwork - Expert  

 

Role Specific Skills 

• Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required  

• Strong Communication Skills 

• Organizational or Project Management skills preferred  

• Candidates with a growth mindset highly encouraged  

 

People Management Skills 

• Not applicable to this role 

 

    Minimum Qualifications  

• High school diploma required  

• 4+ years of customer service experience preferred  

• Preferred experience as a CSA, Dispatch, CSR with a high scorecard rating  

• Mastery of Lessen’s One platform is strongly preferred 

• Advanced troubleshooting knowledge and ability to articulate   

• Ability to communicate industry language   

 

    Other Relevant Qualifications 

• 1-3 years of experience preferred 

• Property maintenance experience 

• Trades knowledge