Customer Service Representative

RESPONSIVE MAINTENANCE COMMUNICATION

Answer Phone Calls / Answer texts / Answer emails

Guide tenants to utilize Property Meld for all maintenance communication - goal to have 100%

of issues reported via Property Meld.

Take lead to answer and greet whoever is calling, and funnel that call or information to the

appropriate party

Scan all messages at the beginning of shift to address any new issues from the end of last shift.

MAINTENANCE COORDINATION

Ensure all maintenance issues are logged into Property Meld - made by tenants, issues arisen

from external communications (phone calls, emails, texts) and internal communications and

meetings.

Relabel and organize incoming data in a standardized, uniform manner, as directed by the

Maintenance / Operations Manager

Continuously develop and evolve this process to add suggestions, tips and other information

that would be helpful to the technician or the tenant.

Assign Maintenance (both to Nickel City staff and vendors)

Schedule Maintenance

Manage arrival times and confirm permissions with tenants on maintenance technicians behalf,

being fluid and flexible with each day's variable situations.

Be on top of all maintenance calls going on that day and be aware of where techs are and when

they will be there.

Keep staff updated via Slack

Track expenditures daily

Bill all completed work before end of every shift

Monitor Melds that are older than 14 days - monitor these issues on a property by property

basis to make sure they have a plan to be addressed

Look for other opportunities to assist the team

OUTGOING COMMUNICATION

Lead contact for calling vendors for estimates or any other issues

Lead to manage utilities - gas and electric

Follow up post-maintenance with tenants to ensure completion - look for opportunities to add 5

star reviews to Google

ORGANIZE AND DEVELOP

Work on organizing and developing the following :

File System within Google environment

Maps

Labeling

Property Meld / Rent Manager capabilities and utility

Big picture items in regards to property improvement; i.e. seasonal tasks and items, other

cyclical issues

Start to make resource documents for each township and fill in all Rent Manager property pages

with when their garbage days are and other municipal variables that change property to property

along with specifics as dictated by the owners of those properties)

Research new vendors as required and make connection to help solve outstanding issues

Manage and update all vendor liability and workers compensation insurance documentation

METRICS AND ANALYTICS, BOTH EFFICIENCY AND FINANCIAL

Develop daily and weekly financial reporting for maintenance and project work

Develop daily and weekly metrics out of Property Meld

Keep Management informed of where we are financially and how we are

performing on

efficiency metrics

Track team Credit Card spending daily and ensure all material costs are allocated to.

Shift-US shift

Salary- 4-4.2 LPA