• Manage high call volumes from inbound phone traffic. • Follow company policies and procedures to handle calls efficiently and professionally. • Achieve member engagement targets by adhering to departmental guidelines. • Respond to customer complaints and resolve issues following company standards. • Multitask across several applications in a fast-paced environment. • Demonstrate excellent verbal and written communication skills.

• Make outbound calls to tenants to schedule health and safety inspections • Coordinate inspection appointments between landlords, tenants, and service providers • Handle tenant inquiries and concerns related to scheduled property inspections • Maintain accurate records of tenant communications and appointment confirmations • Follow up on missed appointments and reschedule as needed • Book jobs and inspections via phone and through our online booking system • Responsible for tenant communications related to health and safety compliance scheduling • Support increased workload during peak compliance periods (August–March) • Collaborate with an established team managing 30,000+ annual client relationships • Each engagement is based on a defined scope of work and is governed by an independent contractor agreement

• Customer Service: Respond to customer inquiries and resolve issues via email, phone, or chat. • Onboarding: Help new customers become familiar with the company's products and services. • Training: Conduct training sessions to ensure customers use products efficiently. • Satisfaction Tracking: Conduct satisfaction surveys and analyze customer feedback. • Documentation: Create and maintain up-to-date support documentation and user guides. • Data Analysis: Monitor customer success metrics, such as churn rate and NPS. • Issue Identification: Proactively identify recurring issues and work on solutions to prevent them. • Reporting: Prepare reports on customer performance and satisfaction for management. • Internal Collaboration: Work closely with other teams (such as Sales and Product) to improve the customer experience. • Improvement Recommendations: Collect and communicate customer feedback to help enhance the company's products and services.

• Maintain electronic and hard copy filing system of applications, rebates and other supporting documents. • Communicate effectively as part of team approach with other departments in servicing customers. • Data Entry - enter data into various database applications with strong attention to detail and near-perfect accuracy. • Provide exceptional customer service and call handling in a customer centric environment. • Safeguard confidential customer information. • Willing to support any program within the department as assigned. • Other duties as assigned.