As a Lincoln Military Housing Call Center Dispatcher , you will provide customer service for all current residents and district team members. You will monitor and follow our dispatch protocol for Emergency and Urgent service requests submitted from call center team, answering service messages and resident portal and App. You will also answer inbound maintenance hotline calls and submitting service requests on their behalf. Your role will be instrumental with ensuring all Emergency and Urgent service requests are meeting our Response Time goals. Your 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.
Your Responsibilities include, but not limited to:
Monitors 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.
Submits service requests into our maintenance management system (Yardi).
Dispatching service requests to district offices and/or on call service technicians according to our dispatch protocol and policies.
Documents dispatch activity including any conversations with other LMH employees and our residents.
Works 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.
Updates each district team's on call protocol for after hours and communicate any special circumstances.
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).
What You Need for Success:
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 travel to other regional locations for work, training, meetings and other work-related activities.
What We Provide You:
Lincoln offers a wide range of insurance options and benefit programs. Our benefits take into consideration everything from career development to family matters, health and wellness, and we are committed to doing everything we can to offer you quality benefits and healthcare coverage. In addition, we offer competitive compensation and generous paid time off.