Call Handling Specialist
Core
Answering inbound calls from residents, property staff, and vendors to document and triage maintenance-related issues.
Role type
Call Handling Specialist (Property Management)
Builds
Maintenance issue documentation and emergency escalation workflows for property management teams.
Domain
Residential Property Management
Deliverable
client delivery
Required skills
Property management experience, verbal communication, active listening, call documentation, emergency escalation, multitasking, computer proficiency, empathy, patience, property maintenance terminology
Preferred skills
Customer service, call center experience, maintenance coordination, bilingual Spanish
Responsibilities
Answer inbound calls promptly and courteously, follow standardized call scripts to assess maintenance issues, document calls clearly in the company system, identify and escalate emergency maintenance situations, communicate with residents and property teams, maintain a calm professional tone with upset callers, use troubleshooting guides to resolve basic concerns, adhere to quality and compliance standards, participate in daily huddles to review trends.
Seniority
Mid-level, hands-on IC