Liberty Military Housing

Call Center Representative

• Provide customer service and assistance to Liberty Military Housing residents by addressing needs and concerns efficiently and accurately
• Provide administrative support to district offices nationwide
• Route maintenance requests with errors or concerns to the National Call Center Manager for resolution or review
• Communicate with the National Call Center Manager and immediate supervisors regarding resident or employee concerns, comments, and needs
• Attend monthly call monitoring with the Quality Assurance Supervisor to measure performance
• Participate in dispatch scheduling and respond to answering-service messages correctly and promptly
• Maintain a service level of 70% or higher when answering calls within 30 seconds or less
• Maintain an average of 5% total calls compared to all weekly answered calls
• Maintain satisfactory attendance with minimal tardiness, call-outs, and unpaid leave
• Update and maintain the HOT Items Board and binder daily
• Contact emergency maintenance personnel and applicable public service organizations during emergencies
• Follow applicable emergency procedures
• Assist management and team leads with special projects
• Participate in monthly call coaching and training workshops
• Perform administrative and computer tasks, email communications, and data entry in Yardi, Google, Gmail, call center software, and other company systems
• Represent the company professionally and maintain a courteous attitude
• Perform other duties as necessary

Call Center Representative – Weekends Required