Property Service Representative II

4 weeks ago

Cebu City, Central Visayas, Philippines RealPage, Inc. Full time

Cebu - PHI
Ayala Corporate Center, 10th & 11th Floor
Cebu Business Park
Cebu City, 6000, PHL

Cebu - PHI
Ayala Corporate Center, 10th & 11th Floor
Cebu Business Park
Cebu City, 6000, PHL

The Property Account Manager (PAM) II is an experienced PAM capable of providing outstanding first and second level support to property level clients on utility billing. A PAM II can also provide knowledge, training and assistance to a PAM I team in primary responsibilities. A PAM II can perform all responsibilities of a PAM I.

PRIMARY RESPONSIBILITIES

  • Provide successful property level support; and can mentor other PAM's with escalations and support questions
  • Support Solution Account Manager (SAM) on assigned accounts; investigate concerns including, but not limited to recovery and meter health.
  • Routinely contact properties to monitor satisfaction and provide proactive support
  • Provide training, tools and reporting to property staff to ensure property success
  • Use knowledge of company offerings and RealPage products to recognize customer needs
  • Provide follow up/support to all departments on property and regional level issues
  • Obtain utility bills and resident data for assigned properties on monthly basis
  • Record assigned tasks into the CRM as directed by SAM or leadership and manage work items assigned
  • Obtain approvals for variances and prebilling reports; ensuring on time and accuracy
  • Complete CRM items for assigned properties by deadlines
  • Investigate billing delays owned by other teams; investigate to achieve resolution
  • Keep team abreast of status assigned properties; alert them to any possible property/system wide issues
  • Provide follow-up/support to all departments on property and regional level issues
  • Perform primary job responsibilities with general support from management with high level escalations
  • Assist with reporting and analytics as needed to assist SAM with account reviews
  • Provide increased level of support for accounts without an assigned account manager

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • Three or more years of customer service experience
  • Excellent verbal and written communication skills
  • Demonstrated experience taking initiative and managing time effectively
  • Strong relationship building skills that enable long-term growth and opportunity
  • Ability to understand and communicate customer needs and expectations
  • Detail oriented
  • Ability to manage and complete multiple tasks/projects within deadlines
  • Strong analytical and problem-solving skills to generate creative solutions to unique customer problems
  • Moderately Proficient using MS Office Excel, Word, Outlook, Power Point
  • Must be able to work in a fast-paced environment, dependable and team player
  • Experience with CRM tools including Salesforce and Focus

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

  • One year as a Property Account Manager in RealPage
  • Property management or multifamily housing industry experience
  • Bachelor's degreeorequivalent experience and education
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