Bulk Property Support Rep (70009827)

The Bulk Property Support Representative is responsible for managing and responding to email inquiries from bulk properties and their residents with professionalism, accuracy, and care. This role requires a strong understanding of bulk accounts and the services provided, as well as the ability to resolve a wide range of service and billing issues. Representatives must be dependable, resourceful, and empowered to make decisions that support both the customer experience and the company's goals.

Respond to email inquiries from bulk properties in a professional, respectful, and timely manner.
* Manage multiple shared mailboxes simultaneously, ensuring responses are prioritized to avoid delays.
* Research and resolve complex service, equipment, and billing issues.
* Perform account functions including:
o Adding, moving, and provisioning equipment
o Sending signals and performing troubleshooting
o Correcting account codes to avoid billing errors
o Restoring services interrupted due to incorrect charges
o Processing transfers and setting up accounts for installation or upgrades.
* Work effectively in Salesforce, IDA/DDP, Remedy, WHA, Boost and any other company systems and tools needed to resolve issues.
* Provide accurate and detailed written communication when documenting or resolving cases.
* Collaborate with internal teams to address escalated or cross-functional issues.
* Proactively identify solutions that balance customer needs and company objectives.
* Maintain a full understanding of bulk accounts, agreements, and services provided.
* Communicate empathetically and courteously, ensuring customers feel valued.
* Place outbound calls to customers when additional clarification or follow-up is required.
* Bring all issues and concerns to complete resolution, minimizing repeat contacts.
* Contribute to team success by sharing knowledge, assisting peers, and maintaining accountability.

Qualifications & Skills
* Strong written and verbal communication skills, with professional email etiquette.
* Ability to perform thorough research and apply problem-solving skills to resolve complex issues.
* Knowledge of bulk account structures, billing processes, and service provisioning.
* High level of dependability, accountability, and integrity.
* Ability to work effectively both independently and as part of a team.
* Empathy, patience, and respect when engaging with customers and property representatives.
* Strong organizational skills and attention to detail.
* Resourcefulness and confidence in making sound decisions.
* Customer-first mindset with an understanding of the business impact of bulk property relationships.