UDR is currently seeking a After-Hours Maintenance Call Center Technician to work out of our Call Center in Bellevue, WA. Shift would be Tuesday - Saturday 4PM-1AM or Sunday #WRK4UDR
GENERAL SUMMARY OF DUTIES: Position provides after-hours maintenance customer service to residents of a UDR community, specific to emergency service issues. The incumbent may receive incoming calls from multiple communities' residents and will be responsible for diagnosing and/or troubleshooting service issues, determining the priority and urgency of the issue in areas such as HVAC, boiler systems, electrical, plumbing, and appliances. Position will be held to high standards of exemplary customer service and will be accountable for communication between residents and on-site teams to ensure best guest experience possible
SUPERVISION RECEIVED: Reports to the After-Hours Maintenance Call Center Supervisor
SUPERVISION EXERCISED: N/A
1.Respond to resident calls for emergency maintenance by asking appropriate questions to understand and/or troubleshoot severity of issue being reported.
2.Follow designated flow charts to determine what qualifies as an emergency.
3.Direct resident on how to resolve issues as a self-service item whenever appropriate and possible.
4.Determine which vendor, if any, will be contacted to resolve the service problem being reported.
5.Act as a liaison for UDR to contact responsible and appropriate service vendor to arrange for their deployment to community.
6.Track any billable time.
7.Submit all corresponding service requests and communicate related information to the community.
8.Identify and clearly communicate to the resident the service work that will need to be completed by the site team during normal business hours.
9.Submit service requests for any calls that were determined not to be an emergency in the property management and service software as needed.
10.Schedule PM tasks such as backflow testing, Boiler maintenance, etc. for assigned communities
11.Schedule and create PO's for vender related services.
12.Audit service requests and invoices.
13.Provide exemplary customer service to both internal and external customers.
14.Identify strategic opportunities to enhance customer service experience and streamline process.
15.Perform other duties as assigned or as necessary.
PERFORMANCE REQUIREMENTS: Knowledge of organizational and community policies and procedures. Ability to apply policies and procedures to solve everyday issues. Knowledge of and ability to follow proper safety techniques in accordance with Company, community, OSHA, EPA, and departmental policies, procedures and standards. Must have knowledge and experience with electrical, HVAC, plumbing, carpentry, and appliance repair.
Demonstrated ability to understand and comprehend instructions. Immediately report any mechanical or electrical equipment malfunctions, associate/resident/visitor injuries or accidents, or other safety issues to the appropriate individual(s). Ability to proactively recognize and implement superior customer service to internal and external customers. Must know and follow the Fair Housing laws.
Ability to exercise initiative and problem-solving skills. Proven exceptional communication skills, both written and verbal. Ability to work in an autonomous, self-directed environment. Competent, organized, professional. Demonstrated success in working as part of a larger team, in conjunction with Company managers, vendors, prospective renters, residents, and associates.
Ability to respond to questions or resolve resident, vendor, contractor or work scheduling issues. Must have effective listening communication skills. Ability to use a computer, a smart phone, and enter service ticket information into the system. Demonstrated proficiency with MS Office software applications such as Microsoft Office, Word and Excel.
TYPICAL PHYSICAL DEMANDS: Requires prolonged sitting, some bending, stooping and stretching. Must be able to push, pull, lift, carry or maneuver weights up to thirty (30) pounds. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Physical presence onsite is required to perform essential job functions unless otherwise noted. Regular and consistent attendance on the job is an essential function.
TYPICAL WORKING CONDITIONS: Normal office environment. Position will work outside of normal working business hours.
EDUCATION AND EXPERIENCE:
1.High School Diploma or its equivalent required.
2.Technical or vocational certificate and or degree preferred.
3.Minimum three to five years of relevant experience in building and mechanical maintenance, including plumbing, electrical, appliance repair, painting and drywall.
4.Minimum two years previous demonstrated customer service experience required.
5.Customer relationship development experience is required.
6.On-site property management experience is a plus.
8.Must have and maintain a valid driver's license unless otherwise noted.
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