Vendor Service Representative (Spanish/English)

Summary

Vendor Compliance Specialist receives inbound phone, chat, or email inquiries from property management professionals, vendors, and insurance agents requiring assistance with RealPage software products. The specialist quickly responds to the call, chat, or email, diagnose the issue, accurately record all issues in the CRM tool, and provide a resolution.

Management of all insurance requirements for the vendor and the owner. Also includes W9 documents, professional license verification, OFAC compliance, national criminal and background check, minority business verification, bankruptcy, license, and judgment check.

Primary Responsibilities

• Primarily focus on inbound phone interactions with customers
• Position operates during an assigned shift between 7:30am and 7:00pm.
• Document customer interactions through case creation in Salesforce (PMC specific)
• Document product knowledge and solutions using our knowledge management system
• Receive, index, and process electronic documents to obtain approved status
• Ensure compliance standards set by the client are met
• Act as a liaison to the client, agent, and vendor
• Process payments
• Manage situations that require real-time solutions and set clear expectations of resolution plans
• Establish relationships and trust with customers during their interactions
• Maintain a high first contact resolution rate for client issues
• Achieve or exceed minimum service levels and abandon rates
• Perform additional duties as required
• Success is measured on Quality Assurance Score & Abandonment Rate
  
  
  

Required Knowledge/Skills/Abilities

• Strong business writing skills
• Strong interpersonal communication skills
• Active listening and emotional intelligence
• Microsoft office suites knowledge
• Fluency in Spanish is a plus
• Property & Casual license is a plus
• Exceptional customer service skills required; minimum of 2 years providing high quality customer service and technical support or a bachelor’s degree
• Highly energetic and self-motivated
• Going above and beyond for clients is required.
• Resourceful, creative, and able to think outside of the box