Customer Experience Advocate II

Overview

You will assist our clients in the rental process by verifying the information listed on the application to ensure authenticity and accuracy. You are the voice of RealPage as you are the primary contact for both the client and their potential tenants. You are responsible for answering incoming customer calls, utilizing company policies to solve customer issues and directing calls to the appropriate department when necessary.

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner
• Identify customer’s needs and clarify information regarding the verification of the applicant
• Review financial documents to confirm income qualifications
• Calculate income
• Contact references to obtain verbal or written verification of employment and/or rental history
• Point of contact for clients who use verification services
• Assist disgruntled clients and figure out which department they need to contact
• Minor troubleshooting
• Assist clients in navigating through verifications portal
• Complete cold calls to property management companies which can become potential clients
• Maintains and improves quality results by adhering to standards and guidelines
• Recommending improved procedures
• Resolve product or service problems by clarifying the customer's complaint
• Determining the cause of the problem, selecting and explaining the best solution to solve the problem
• Expediting correction or adjustment
• Handle complaints, provide appropriate solutions and alternatives
• Keep records of customer interactions
• Bilingual representatives are expected to assist with inbound/outbound transfers when needed in addition to their own workload.

Qualifications

• 2+ years of customer service/call center experience
• Excellent oral and written communication skills in English
• Some higher education preferred (Bachelor's degree)
• Skilled in touch typing
• Quick learner and adaptable
• Able to work independently with minimal supervision
• Excellent interpersonal communication skills
• Ability to multitask, prioritize and manage time efficiently
• Must be able to work in a team environment
• Must be available to work weekends
• Strong sense of professionalism