RealPage

Contact Center Associate, ClickPay

Job Locations US-NJ-Hackensack
ID
20-7244
Category
Customer Service
Position Type
Full-Time
Education
High School Diploma/GED
Travel
None

BE Innovative. BE RealPage.

RealPage Outperforms! We are a leading global provider of software and data analytics to the real estate industry. Clients use our platform to improve operating performance and increase capital returns. We are a run fast, have fun and reap rewards type of environment. RealPage offers an engaging work culture that fosters personal and career growth for our employees. We continually reinvent and evolve to meet the needs of the customers we serve through technology and vision. You can feel it in the work we do and the clients that benefit. Our unique company philosophy fosters innovation, excellence and collaboration.

Overview

As a Customer Service Representative, you will provide ongoing support to the consumer side of the business via inbound calls, email and chat. Assisting customers with registering, submitting payments and overall support of their online account. Working closely with the Customer Service Manager to ensure exceptional service is being delivered and is in line with our brand promise.

Responsibilities

Able to work with a demanding schedule (flexible Nights and Weekends)
Respond to customer queries in designated channels during peak cycle
Escalate customer issues as required during peak cycle
Identify areas to improve the customer experience
Identify Workflow Improvements to Increase Efficiency
Identify incidents
Work with director on reporting and analytics
Work with director on new or current customer service technology tool enhancements (Zendesk, Talkdesk, Salesforce, WalkMe)
Assist QA lead with monitoring customer contacts and follow the structured process
Work with product team and use customer feedback for product enhancements
Work with marketing team and use customer and ticket feedback to enhance the marketing experience.
Work with director on opportunities for ticket reduction and identify opportunities for more self-help options

Qualifications

Call Center Experience a plus
Overtime flexibility is required as per needs of the business during ClickPay's rent cycle
Must be computer savvy with some data management skills
Must be able to utilize a customer service database
Ability think on feet to solve technical issues and troubleshoot accordingly
Spanish speaking candidates a plus
Proficient in Microsoft Office (Excel, Access, Word, PowerPoint) with demonstrated skill set
Willingness to learn and bring a positive energy to the team

 

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