Customer Care Representative I

Overview

Liberty Military Housing – Own your passion for service!

At Liberty Military Housing we’re here to serve those who serve our country by providing military families with comfortable, well-maintained homes in inviting communities across the United States. We take great pride in our highly trained team of professionals. With a blend of property management and military backgrounds, our employee-owners bring a proactive, solution-oriented mindset, along with unparalleled levels of empathy and understanding for our residents and one another. 

Liberty Military Housing is dedicated to helping our employees develop personally and professionally and provides an unprecedented 150+ hours of professional development annually to each employee-owner. Camaraderie and collaboration form the foundation of our culture. We put people first, honoring one another’s diverse experiences, ideas, and contributions to our shared success. We strive to bring out the best in each other so we can do outstanding work and positively impact the lives of military families.

We’re always looking for dedicated team members in a variety of roles to help create meaningful results that help us meet our company goals. We offer an excellent benefits package, training, development, and opportunities for advancement, so if you’re ready to grow your career, take a look at our current job openings and become an employee-owner at Liberty Military Housing.

A Day in the Life of a Customer Care Representative I

As a Customer Care Representative I, you will be responsible for various tasks related to past resident customer service, billing inquiries, and collections. Your role will focus on promoting positive resident relations by providing exemplary service while supporting residents during the move-out process, including collecting outstanding balances and communicating with residents to address billing inquiries, ensuring timely responses to resident requests and concerns, and coordinating with appropriate staff to effectively provide issue resolution. you will work closely with revenue accountants to reconcile delinquent accounts, resolve overdue balances, collect payments, and handle collection issues and process account adjustments. 

Responsibilities

Your Responsibilities include, but not limited to:

Customer Service 

• Communicate with residents via phone, email, mail to address billing inquiries and provide exemplary customer service.
• for responding to and managing resident concerns and questions and may coordinate with appropriate staff to address and resolve resident communication
• Promotes positive resident relations by ensuring resident concerns and requests are responded to on a timely basis to ensure resident’s satisfaction and according to Liberty Military Housing’s standards.
• Provide customer service regarding collection issues, review and process account adjustments, and resolve resident disputes.
• Utilize call center contact center system by answering live calls, resolving callbacks/voicemails, transferring calls, and updating call dispositions.
• Supports residents during the move-out process, which may include move out accounting, collection of outstanding balances owed, preparing, and sending delinquency letters.

Debt Collection 

• Works closely with revenue accountants to reconcile delinquent accounts efficiently and timely.
• Responsible for collections and resolving overdue balances and collecting payments from the individuals responsible for the debt or negotiating a payment plan to collect it in installments.
• Follows up on outstanding balances and resolve any discrepancies to reduce delinquency for assigned accounts and monitoring all collections.
• Prepares documents to be sent to a third-party collection agency in accordance with company policies and procedures.

Data Entry/Administrative

• Maintain accurate records of customer accounts and update account information as needed.
• Performs various administrative and computer tasks, email communications, input of information/data into various software and information systems (Yardi, Excel, Access, and other company-related software)
• Participate in and attend various department or regional meetings, resident or community events, seminars, and other work-related events

Qualifications

What You Need for Success:

• Position requires 6 months of accounts receivables/collection experience.
• Proficiency in personal computer skills, keyboard, internet search, email correspondence, math, Microsoft Office, including Access, Word, Excel, and other software applications preferred (i.e. Yardi, Payscan)
• Must be able to listen and speak clearly on the telephone.
• Must be able to work in a fast-paced environment, multi-task, prioritize and complete assigned duties to ensure operational objectives are achieved.
• Effective communication and interaction with residents, management, co-workers, sufficient to exchange or convey information and to give and receive work direction.
• Possess a positive and professional demeanor in all interactions, under all circumstances.
• Ability to operate a motor vehicle (valid license required)
• High school diploma or GED required.
• Position requires 6 months of accounts receivables/collection experience.
• Proficiency in personal computer skills, keyboard, internet search, email correspondence, math, Microsoft Office, including Access, Word, Excel, and other software applications preferred (i.e. Yardi, Payscan)
• Must be able to listen and speak clearly on the telephone.
• Must be able to work in a fast-paced environment, multi-task, prioritize and complete assigned duties to ensure operational objectives are achieved.
• Effective communication and interaction with residents, management, co-workers, sufficient to exchange or convey information and to give and receive work direction.
• Possess a positive and professional demeanor in all interactions, under all circumstances.
• Ability to operate a motor vehicle (valid license required)High school diploma or GED required. 

What We Provide You:

Liberty Military Housing takes into consideration everything from career development to family matters, and health & wellness. We are committed to offering our team members a wide range of benefits, including the following:

• Medical/Dental/Vision Insurance*
• Life and AD&D Insurance
• 401k Retirement Plan w/company match
• Employee Stock Ownership plan
• Incentive Bonus Program
• 10 Paid Holidays per year
• 40 hours Paid Sick Leave per year**
• 80 hours Paid Vacation per year**

* Medical/Dental/Vision insurance eligible after 30 days of full-time employment.

**Vacation and sick time are based on the employee's hire