Call Center Dispatcher- Responsible for providing customer service for all current residents and district team members. This role includes monitoring and following our dispatch protocol for Emergency and Urgent service requests submitted from call center team, answering service messages and resident portal and App. In addition, this role includes answering inbound maintenance hotline calls and submitting service requests on their behalf. This role is instrumental with ensuring all Emergency and Urgent service requests are meeting our Response Time goals. This role requires effective customer service and communication skills and the ability to work efficiently and effectively to deliver on our mission of providing exemplary service in accordance with Lincoln Military Housing's quality customer and service request satisfaction standards.
Essential Duties and Responsibilities:
Monitor for service requests needing immediate attention according to our Priority Classifications via resident portal and app.
Monitoring of answering service messages, resident emails and Vuesion voicemails. Handling these according to the information provided. Making follow up contact with residents for anything needing further clarification and/or follow up.
Responsible for submission of service requests into our maintenance management system (Yardi).
Responsible for dispatching service requests to district offices and/or on call service technicians according to our dispatch protocol and policies.
Responsible for documenting dispatch activity including any conversations with other LMH employees and our residents.
Works in conjunction with district and maintenance teams to ensure service requests needing immediate attention are dispatched, assigned and scheduled appropriately in a timely manner according to our policies and procedures.
Responsible for updating each district team's on call protocol for after hours and communicate any special circumstances.
Responsible for communicating any updates to a district's on call protocol to call center team as well as answering service.
Assists with maintenance hotline calls during holidays.
Participates in monthly quality assurance coaching sessions and goal-setting according to our Contact Quality Guidelines and Standards.
Performs various administrative and computer tasks, email communications, input of information/data into various software and information systems (Yardi, Google, Gmail and other company-related systems).
Performs other general office duties (i.e. special projects and assignments as needed).
Participates in and attends biweekly team huddles, monthly team meetings and other work-related events.
Skills / Qualifications:
Position requires 12 months + of call center and customer service experience.
Must possess a customer-focused attitude and a willingness to serve customers.
Must demonstrate excellent verbal and vocal skills as well as exceptional listening, questioning and call control technique
Ability to accurately and efficiently process information and tasks.
Proficiency in personal computer skills, keyboard, phoneware, email correspondence, grammar and spelling, Microsoft Office including Excel, Word and other software applications preferred (i.e. Yardi, Google, Gmail).
Effective communication and interaction with customers, co-workers, vendors, management, sufficient to exchange or convey information and to give and receive work direction.
Ability to work in a fast-paced environment, multi-task, prioritize and complete/follow thru on assigned duties to ensure operational objectives are achieved.
Must possess a positive and professional demeanor in all interactions, under all circumstances.
Must be available to work a flexible schedule including weekends, holidays and emergency situations as required.
Ability to safely and successfully perform the essential job functions consistent with ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
Ability to travel to other regional locations for work, training, meetings and other work-related activities.
Position may require climbing stairs and ladders, walking and standing for long periods of time.
The position requires mobility within the office; use of a computer and other office machinery such as a scanner and copy machine.
Must be able to deal with a fast-paced, constantly changing work environment, including handling multiple tasks on a daily basis.
May require use of personal or company vehicle, or electrical cart.
Internal Number: 2505B
About Lincoln Military Housing
Lincoln Property Company was founded in 1965 as a developer and manager of high-quality residential communities. Their national reputation for successful management of their own properties quickly attracted a large client base of owners and investors who recognized the value that they could provide in development, property management and real estate consulting services, so they added third party management to their lines of service.
Lincoln Military Housing (LMH) was formed in 2001 through a Department of Defense (DoD) contract with parent company Lincoln Property Company. The mission has always been to increase the quality of military housing for our nation's servicemen and women. Since its inception almost 15 years ago, Lincoln Military Housing now provides more than 36,000 family homes for military members across the US. Lincoln Military Housing not only provides professional property management and 24-hour maintenance services, the company prides itself in providing community building activities free to all residents. Lincoln Military Housing is available for members of the Army, Air Force, Navy and Marines as well as Coast Guard and National Guard.
In making applicati...on for employment, you authorize LMH to make an investigation of your employment and personal history including conducting personal and employment-related references with former employers, neighbors, friends or others with whom you are acquainted. You understand that any subsequent offer of employment will be contingent upon the satisfactory completion of a more extensive background check occurring post offer. If you are extended an offer of employment, you must authorize LMH to conduct such further investigation including, but not limited to, a post-offer drug screen, a criminal background and credit check through investigative and/or credit agencies or bureaus of LMH's's choice.