Call Handling Specialist

About the Role

Join HappyCo as a remote Call Handling Specialist to be the crucial first point of contact for documenting and triaging essential maintenance issues, ensuring prompt and professional support for residents and property staff.

Responsibilities

• Answer inbound calls promptly and courteously during assigned shifts, focusing solely on live call management.
• Follow standardized call scripts and workflows to accurately assess maintenance issues reported by residents, staff, and vendors.
• Document each call clearly and fully in the company system, capturing issue details, actions taken, and next steps.
• Identify and escalate emergency maintenance situations immediately according to established Standard Operating Procedures (SOPs).
• Maintain high-quality scores on call audits related to tone, accuracy, and escalation handling.
• Use troubleshooting guides or SOPs to help resolve basic maintenance concerns over the phone when appropriate.

Requirements

• 3+ Years of Property Management Experience is required.
• Strong verbal communication and active listening skills are essential for accurate information gathering.
• Proven ability to multitask effectively, documenting calls accurately while maintaining empathetic conversation flow.
• High level of empathy, patience, and professionalism when handling potentially upset or anxious callers.
• Comfortable using computers, web-based software, and dedicated call management tools.
• Must possess a reliable internet connection and maintain a quiet workspace for remote work.

Nice-to-Haves

• Bilingual proficiency in Spanish is strongly preferred.
• Previous experience in a dedicated customer service or call center environment.
• Basic understanding of general property maintenance terminology.
• A strong understanding of the relationship dynamics between residents, property management, and maintenance staff.