Multifamily Call Centre Associate

Position Overview:

We are seeking a highly motivated and customer-focused Multifamily Call Center Associate who is fluent in Spanish. As a key member of our team, you will be responsible for providing exceptional customer service and support to our Spanish-speaking multifamily housing residents. This role requires excellent communication skills, attention to detail, and the ability to handle a high volume of calls in a professional and efficient manner.

Responsibilities:

1. Handle incoming calls from Spanish-speaking multifamily housing residents, addressing inquiries, concerns, and requests promptly and professionally.

2. Provide accurate and detailed information about property amenities, leasing processes, rental rates, and availability in both English and Spanish.

3. Assist residents with maintenance requests, work order submissions, and follow-up to ensure timely resolution.

4. Schedule appointments for property tours, move-ins, and lease renewals, coordinating with leasing agents and property management teams.

5. Maintain a comprehensive understanding of property policies, procedures, and leasing terms to effectively address resident questions and concerns.

6. Document all interactions and updates in the call center system, ensuring accuracy and completeness of resident records.

7. Collaborate with property management teams to relay important resident feedback, concerns, or urgent matters requiring attention.

8. Assist in outbound calling campaigns to follow up with residents, conduct surveys, or provide updates as needed.

9. Stay up to date with industry trends, property features, and leasing promotions to effectively market and promote properties to prospective residents.

10. Adhere to call center metrics, including call quality, average handle time, and customer satisfaction goals.

Requirements:

1. Fluent in both English and Spanish, with excellent verbal and written communication skills in both languages.

2. Previous customer service experience in a call center or related environment is preferred.

3. Strong problem-solving skills and the ability to handle challenging customer interactions with empathy and professionalism.

4. Proficient in using call center software, CRM systems, and other relevant tools.

5. Ability to multitask and prioritize tasks effectively in a fast-paced environment.

6. Detail-oriented with excellent organizational skills to maintain accurate records and documentation.

7. Ability to work independently as well as collaboratively in a team-oriented environment.

8. Flexibility to work evenings, weekends, and holidays as required.