Tricon Residential is an owner and operator of a growing portfolio of more than 38,000 single-family rental homes in the U.S. Sun Belt and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon's culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life's potential. For more information, visit Tricon Residential.

Job Description

The Sr. Resident Services Representative will be cross trained in all three areas of the call center where inbound calls are handled Inside Sales, Resident Services, and Maintenance. They will be assigned, on a daily basis, of which area they will be working in, determined by daily call volume in each area.

Inside Sales

Confer with the customers via emails, chat, texting and over the phone
Answer all questions and give additional information about the property they are interested in
Keep records of customer interactions and detail of inquiries
Update customer accounts as needed
Follow up with the prospect

Resident Services

Confer with the customers via emails, chat, texting and over the phone
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
Listen to the customer queries patiently and resolve. If the issue doesn't have an obvious solution, escalate it to appropriate leadership
Update customer accounts as needed
Coordinate with the internal departments to find solutions and resolve matters
Promptly follow up with the customer to ensure they are satisfied with your answer
Demonstrates curiosity, digging for information below the surface
Makes low level inferences

Maintenance

Confer with the customers via emails, chat, texting and over the phone
Create and close out Work Orders
Submit Works Orders to vendors and/or schedule Maintenance Techs according to standard workflow
Coordinate with Maintenance Tech, vendor and residents for all scheduled and non-scheduled maintenance requests.
Proactively communicate with resident, vendor and/or Maintenance Technician through to the completion of work.

Qualifications:

Possess great interpersonal and communication skills
Be practiced with handling all personality types
Demonstrate professionalism
Be flexible and cooperative
Work well under close supervision
Strong attention to detail
Be able to determine an accurate assessment of situations
Be a problem solver

Minimum Requirements

High school diploma or GED equivalency
2-year previous customer service experience
Proficient in Microsoft Excel and other Microsoft Office applications
Ability to consistently and timely produce quality, accurate work
Ability to adapt to, and work through, challenges i.e., problem solving skills; a determination to succeed even when faced with something new
Ability to work in a fast-paced environment and multi-task

At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.

Salary Range

Placement within this compensation range will be determined by the candidate's knowledge, experience and skills.

$50,370.00 - $83,950.00