Job Description

Overview

The Property Service Representative is the liaison for the client, their go-to person and must be able to advocate for both the client and for RealPage.  Account Mangers work in conjunction with product and operations when there are issues in each area, but they will not be responsible for fixing the problem.  Their role is to be the communicator and the relationship manager, ultimately explaining the necessary next steps to resolve various issues and managing the expectation of the external and internal client.  They will be reaching out to the client on occasions other than when there is an issue. 

They must communicate with the client on a regular basis to make them aware of various processes allowing us to keep the client apprised of any changes that may affect the business.  The AM will also assist with various projects that include implementations, billing changes, deactivations, submetering, reports, training and more. The Property Service Representative is responsible for relationship management, property level communication of account status, resolving escalated issues, retention and growth.  Key skills include the ability to communicate account needs via phone and email while prioritizing with organizational goals and initiatives.

Responsibilities

• Provide primary customer contact for property inquiries
• Work closely with multiple departments to ensure Service Level Standards are being met
• Establishes and builds strong customer relationships over time that allow for continuity and ongoing representation reinforced by communication to other relevant functions
• Assist in identifying revenue opportunities within the framework of the organization
• Anticipate the needs of the customer and provide high level service
• Offer training and assistance with standard resident billing questions
• Identify areas of process improvement that could streamline functions and improve the customer experience
• Professional demeanor with excellent interpersonal skills
• Excellent written and verbal skills. Knowledge of Microsoft Office programs

Qualifications

• Bachelor’s Degree preferred or equivalent experience
• 1-2 years of SaaS, BPO or Energy Management experience preferred
• Client interaction experience required
• Solution based attitude, drive for client resolution and satisfaction
• Excellent verbal and written communication skills. Ability to manage multiple projects and clients at the same time, multi-tasking with highest level of urgency and response, strong organizational skills
• Must be flexible in terms of work arrangement (Work on Site, Work from home or Hybrid set-up)
• Must be willing to work in a fixed night shift work schedule.