Property Helpdesk Executive is an inhouse position to assist and coordinate between the Association/Flat Owners and Facility Operations Manager/Property Manager across all ELV properties.

JOB DESCRIPTION

Job Summary

The Helpdesk Representative is responsible for providing effective customer service for all customers by using knowledge of company products and will interact with customers to provide information in response to questions, concerns and complaints by phone and Internet.

Expert communication and listening skills are a must for this challenging and rewarding position which is often the “face” of the company to the customers. By listening effectively to find the root cause of issues, and communicating in a clear and friendly way, the Helpdesk Representative is able to solve the issue and provide a positive customer experience.

Helpdesk Representatives know how to diffuse a tense situation and do everything within reason to quickly and effectively resolve the issue.

Responsibilities

• Manage and prioritize multiple concerns simultaneously.

• Provide appropriate and correct information to incoming customer order status and product knowledge requests.

• A positive attitude, even when faced with misplaced criticism or frustration.

• The ability to learn quickly and move on from both success and failure.

• Process customer orders/changes/returns according to established department policies and procedures.

• Work closely with the Facility & Admin department to resolve disputed credit items.

• Provide timely feedback to company management regarding challenges or customer concerns.

• Partnership with the sales team to meet and exceed customer’s service expectations.

• Listen, document, and help resolve conflicts with customers.

• Document the patterns and queries that may indicate a larger problem with the product or service that needs to be resolved.

Qualifications

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

• High School Diploma/UG.

• 1 year of relevant work experience.

Knowledge, Skills And Abilities

• Ability to work on an On-Call basis, with 24 hour, or less notice.

• Ability to use handheld devices for data entry.

• Outstanding command of spoken and written English, and the ability to effectively communicate with customers, team members, and partner organizations.

• Detailed oriented, with exceptional organizational and customer service skills.

• Working knowledge of Microsoft Office applications.

• Ability to maintain confidentiality, and be able to pass a background check.