Job Summary: 

• Action advanced customer concerns to appropriate workgroups and see them through resolution
• Collaborate and connect with cross-functional teams including Product, Engineering, and Sales while rallying them to action for the health of the customer relationship
• Establish relationships across Amplify and build effective collaborations to resolve complex situations
• Champion customer issues within the organization to build the best customer experience
• Provide clear and concise communication that propel
• Articulate technical issues to both technical and non-technical audiences and explain the impact in business terms
• Turn quantifiable data points into resolutions for partners including sales, customer care, and customer success
• Performs a variety of routine tasks or assignments
• Works with a moderate level of guidance and handles low-level escalations
• Make certain Judgement/discernment on a certain task

Skills on Resume: 

• Issue Resolution (Hard skills)
• Cross-functional Collaboration (Soft skills)
• Relationship Building (Soft skills)
• Advocacy (Soft skills)
• Clear Communication (Soft skills)
• Technical Communication (Hard skills)
• Data Analysis (Hard skills)
• Decision Making (Soft skills)

Job Summary: 

• Responsible for the entire lifecycle of qualified escalated requests for single-family homes.
• Receive maintenance tickets via a proprietary management platform and coordinate communication & scheduling with the vendor and resident to produce an estimate for resolution.
• Managing the urgency/priority level of the request and setting appropriate priority and corresponding Estimated Completion Date (ECD) with field vendors.
• Assessing estimates (with other departments where available/applicable) to ensure that scope and price are appropriate for the issue and, at times, determine alternative strategies to resolve the request.
• Routinely communicate between vendors, property management, maintenance, and owners to ensure tickets and work orders are completed in a timely manner.
• Ensure all communication (verbal and written) with vendors and owners maintains a professional level of customer service.
• Verifies compliance with all municipal regulations and HOA guidelines.
• Review all vendor invoicing for accuracy prior to submission to accounting for payment.
• Acting as “floating” support for Violations Coordinators, Vendor Coordinators, and Intake Coordinators.

Skills on Resume: 

• Lifecycle Management (Hard skills)
• Coordination (Soft skills)
• Priority Management (Hard skills)
• Cost Assessment (Hard skills)
• Communication (Soft skills)
• Customer Service (Soft skills)
• Regulatory Compliance (Hard skills)
• Invoice Verification (Hard skills)

Job Summary: 

• Resolve escalated customer concerns and complaints by creating positive experiences.
• Utilize strong communication skills to connect with customers, organizations or authorities and negotiate
• Consistently follow up with customers until concerns are fully resolved.
• Deep dive cases involving product or service defects and identify potential brand risk.
• Research, resolve, and follow up with customers regarding complex customer issues (inbound & outbound calls/email/mail/fax/in-person) regarding service, delivery, digital, billing or other requests
• Review and understand title and escrow documents, such as HUD Settlements, Tax Statements, Invoices, Proceeds Letters, CDAs, and Subordination agreements
• Balance and fund files by entering and approving incoming and outgoing wires, accurately recording HUD/CD amounts into the system, and reviewing all files to make sure necessary information is accounted for
• Keeping up with post-close issues like changing payee information, calling on payoffs/tax shortages, collecting losses from payees, and staying on top of agents to collect necessary documents
• Ensure files are within RESPA guidelines, can balance, and that all payments have been included in adherence to closing instructions

Skills on Resume: 

• Conflict Resolution (Soft skills)
• Negotiation (Soft skills)
• Follow-up (Soft skills)
• Risk Analysis (Hard skills)
• Customer Service (Soft skills)
• Escrow Knowledge (Hard skills)
• Financial Reconciliation (Hard skills)
• Regulatory Compliance (Hard skills)

Job Summary: 

• Under guidance, manage aging repairs across regional repair centers by working with operations, supply chain, engineering and Customer Service Non-Tech to get repairs completed and returned to customers
• Run reports for holds, billable, and customer-specific issues.
• Provide initial level support across regional repair centers for repair status inquiries and issues coming from Customer Service Non-Tech, Customer Experience Manager and other teams.
• Under guidance, manage aspects of holds at repair centers including working cross-functionally to push releases and resolution of extended holds
• Run various repair reports to identify situations and resolve them in a timely manner
• Specific customer actions as required to maintain repair performance and customer expectations, maybe daily or weekly and the timeframe will be dependent
• Provide RMA details/shipment information for direct customer inquiries
• Compose and send written correspondence to customers
• Answer inbound calls from internal and external customers who insist on speaking with a “stateside” representative.

Skills on Resume: 

• Operations Management (Hard skills)
• Supply Chain Coordination (Hard skills)
• Analytics (Hard skills)
• Customer Service (Soft skills)
• Cross-functional Collaboration (Soft skills)
• Problem Resolution (Soft skills)
• Written Communication (Hard skills)
• Active Listening (Soft skills)

Job Summary: 

• Performs research to respond to complaints or incidents from consumers under the direction of the Legal & Compliance Department.
• Provide empathy and understanding to customers who call in with complaints and aim to resolve to the customer satisfaction.
• Research and investigate consumer incidents or complaints
• Draft responses to incidents or complaints with supporting documentation.
• Collaborate with all lines of business across the enterprise to ensure all necessary steps are taken to resolve corrective actions, including documentation.
• Subject matter expert in understanding Call Center policies & procedures
• Provide coaching to customer service agents
• Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately.
• Work as a team and collaborate with all lines of business
• Assist the Call Center in answering inbound calls from Supervisors or Managers 

Skills on Resume: 

• Research and Analysis (Hard skills)
• Legal and Compliance Knowledge (Hard skills)
• Written Communication (Hard skills)
• Empathy (Soft skills)
• Problem Solving (Soft skills)
• Team Collaboration (Soft skills)
• Coaching (Soft skills)
• Active Listening (Soft skills)