Lead Customer Service Representative

This is a remote position.

Responsibilities

• Answer incoming phone calls from property owners and homeowners association members
  

• Perform administrative tasks including filing documents and maintaining records
  

• Guide property owners through the company’s web portal and software systems
  

• Take detailed notes on customer accounts based on owner calls and requests
  

• Assist customers with password resets and basic technical support
  

• Type first drafts of notices, e-blasts, and other customer communications
  

• Help with initial setup of software system through manual plugins and configuration
  

• Serve as team lead and first point of contact for other customer service representatives
  

• Handle escalated customer service issues and provide guidance to junior team members
  

Requirements

• At least 3 years of recent customer service experience
  

• Previous senior/SME/supervisor/manager role
  

• Excellent typing skills and written communication abilities
  

• Basic business acumen for formatting professional notices and communications
  

• Strong ability to handle stressed or emotional customers with empathy and professionalism
  

• Experience working with property owners or in emotionally sensitive customer situations
  

• Proficiency with web-based software systems and portals
  

Scope

• Primary customer-facing role during business hours
  

• Team leadership responsibilities as company scales
  

• Direct involvement in initial company setup and system configuration
  

• Growth opportunity to manage expanding customer service team
  

Benefits

• HMO Coverage for eligible locations
  
• Permanent work from home
  
• Immediate hiring
  
• Steady freelance job