Integra Consulting Columbia , MO 65201
THE HIRING COMPANY:
Real Equity Management is a full-service property management firm, with a portfolio of assets centered around both commercial and residential real estate. Their primary focus, however, is in market-rate and student, apartment communities. REM oversees leasing efforts for over 3,000+ beds in Missouri alone, in addition to properties located in Oklahoma an Kentucky.
RESIDENT ACCOUNT SPECIALIST POSITION:
We are looking to hire a Resident Account Specialist to assist our Customer Service Department by contacting residents with past due accounts as well as assisting with customer service calls. Our Resident Account Specialist will be responsible for the notification, follow-up and attempt at collection of past due rents owed, helping to mitigate evictions, as well as involvement of a collections agency. This position will work with residents and problem solve to help identify payment solutions that work for the residents and adhere to our policies.
RESIDENT ACCOUNT SPECIALIST RESPONSIBILITIES:
Act as the main point of contact and fields all calls related to the collection of past due accounts
Reach out to residents to inform them that their accounts are past due, working with them to identify and setup payment solutions
Provide "above and beyond" customer service by resolving various customer issues such as explaining charges billed to account.
Provides best-in-class customer service support to any of our 3,500+ residents living at our apartment communities in Missouri, Kentucky or Oklahoma.
Promptly responds to inbound questions, concerns and complaints promptly.
Troubleshoots or consults on a variety of issues regarding maintenance requests, move-ins/move-outs, rent payments, roommate issues and fines.
Ensures all documentation for fines are provided and correctly match charges then posts to resident accounts.
Logs all customer interactions in our property management system by taking detailed notes on the reason for contact and action plan needed to close the ticket.
Makes outbound customer calls, e-mails and texts to gain additional information and/or to provide follow up to resolve customer issues.
Maintains professional composure and projects a favorable image of the company to prospective and current residents at all times.
Understands and adheres to Company CS policies and procedures.
Assist with quality control checks including walk-throughs, customer surveys and other special assignments as needed throughout the year.
RESIDENT ACCOUNT SPECIALIST REQUIREMENTS:
A positive, bubbly and upbeat personality is a must!
Ability to deal with escalated situations, resolving customer issues while maintaining a positive composure.
Bachelors Degree, preferred but not required.
Previous experience in a customer service type role, required.
Previous experience collecting on past due accounts, preferred.
Excellent communications skills both verbal and written.