Administrative Call Center Representative - Resident Support

Join our Team! Leland Management is seeking an Administrative Call Center Representative for the Orlando division. Join our team to learn why the Orlando Business Journal has named us one of Central Florida’s Best Places to Work for 16 consecutive years, including winning first place in our category for 2021! The position is full-time with competitive pay and excellent benefits.

The Administrative Call Center Representative serves as a primary point of contact for our callers by providing exceptional customer service and administrative support. This position is responsible for managing a high volume of inbound calls, emails, and chat inquiries related to community association while delivering accurate information, resolving concerns and ensuring a positive customer experience.

Success in this role requires strong communication skills, critical thinking, attention to detail, time management, professionalism, and the ability to effectively multitask in a fast-paced environment. 

Position Responsibilities:

• Answer a high volume of inbound calls (typically 30-50+ per day).
• Respond to inquiries via phone, email, chat, and other communication platforms.
• Maintain professional verbal and written communication at all times.
• Actively listen to customers to identify needs and provide effective solutions.
• Verify, update, and maintain accurate account information. 
• De-escalate challenging situations and resolve concerns with professionalism and empathy.
• Return voicemails and follow up within the company’s expected guidelines. 
• Provide support, guidance, and add value to each call.
• Educate customers on self-service tools, company websites, and technology resources.
• Conduct research using company resources and systems to resolve inquiries.
• Process and upload documents into the company’s document imaging systems.
• Accurately document interactions, resolutions, and account activity in company systems.
• Preform payment-related research and assist with account inquires.
• Communicate effectively with team members through all communication channels.
• Build positive relationships with customers, vendors and peers.
• Participate in team meetings, training sessions, and ongoing development opportunities.
• Monitor personal performance metrics and meet productivity and quality standards.
• Assist with special projects and additional duties as assigned. 

Qualifications and Desired Skills:

• Strong customer service, communication, and interpersonal skills.
• Excellent organizational and multitasking abilities.
• Ability to work independently and collaboratively.
• Strong problem-solving and critical thinking skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Results-driven with a positive and professional attitude.
• Experience using online chat platforms is preferred.
• Closing, title, or community association experience is preferred.

Computer Skills:

• Proficient in Microsoft Office Suite including Word, Excel, Outlook, and Teams.
• Strong computer navigation and data entry skills.
• Ability to convert, extract, upload, and manage electronic documents.
• Experience with community association software, such as Caliber, preferred but not required.
• Ability to learn and utilize multiple software applications and internal systems.
• Ability to work efficiently using multiple computer monitors and applications simultaneously.

• Minimum of 2-3 years of administrative, customer service, and call center experience.
• Ability to handle confidential information with discretion.
• Bilingual abilities.