Full job description

Call center serves as the critical link between property residents/tenants and the maintenance staff. They handle inbound requests for repairs, dispatch technicians, track work orders, and update callers on the status of their service tickets.

Key Responsibilities:

• Answer incoming calls, emails, and tenant portal requests regarding building or property maintenance issues.
• Accurately log issues (e.g., plumbing, electrical, HVAC) into the Computerized Maintenance Management System (CMMS) or CRM and dispatch the appropriate maintenance personnel.
• Quickly identify emergency maintenance situations (e.g., major water leaks, power outages) and escalate them according to department priority protocols.
• Maintain ongoing contact with maintenance managers, technicians, and tenants to ensure timely follow-through and update users on work order progress.
• Document detailed notes on all conversations, parts ordered, and repair resolutions to maintain a comprehensive facility history.

Essential Requirements:

• Communication Skills: Exceptional verbal and written communication in required languages (e.g., English, Arabic) with a calm, empathetic, and professional demeanor, especially during stressful tenant emergencies.
• Software Proficiency: Computer literacy.
• Organization & Multitasking: Ability to handle high call volumes while simultaneously updating maintenance tickets and dispatching teams.

Standard Qualifications:

• Education: Bachelor degree; relevant certifications in customer service or facility management are a plus.
• Experience: 2-4 years of experience in call center support, property management, or a maintenance-related customer service role.