A HomeWiseDocs (HWD) Community Management Support Agent I receives inbound phone, chat, and email service requests from HWD Management Companies that require assistance with their account related questions. Agent quickly responds to the call, chat, or email, diagnose the problems, accurately resolves client issue, records all issues in the Salesforce and achieve a high CSAT and First Resolution Contact Rate. Agent is well versed across all aspects of the HWD customer experience from both the management and requestor perspective.

• Full-time on phone and chat support of HWD products. Accurately document and record issues within Salesforce.
• Provide a high CSAT and first contact resolution rate for client issues.
• Achieve or exceed minimum service level requirements set forth by management.
• Manage case backlog to ensure timely responses and resolution.
• Perform administrative duties as required

• Associate or bachelor’s Degree preferred. 5-6 years of experience in a customer service role, preferably in a call center environment
• 2+ years of prior experience in HomeWiseDocs product and industry 1 + years of prior experience partnering closely with other HomeWiseDocs departments

KNOWLEDGE/SKILLS/ABILITIES

• Considered a Subject Matter Expert on HomeWiseDocs product.
• Deep understanding of HOA Housing Market Strong problem solving skills.
• Familiarity with basic office productivity software Minimum of 30 wpm typing skills Ability to work a flexible schedule that includes graveyard shift.
• Physical Demands and Working Conditions While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear.
• The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word.
• May be required to sit and/or stand for long periods of time.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• May be required to lift or move 10+ pounds.

Salary and Benefits

RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.

Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.