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HappyCo

Posted 7 months ago

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Call Handling Specialist

United StatesRemoteFull-time

AI Summary

A Call Handling Specialist handles inbound calls from residents, property staff, and vendors to document maintenance issues, triage emergencies, and provide professional customer service per SOPs.

About this role

HappyCo is a company where people can grow their careers and work with like minded people, with no egos or politics. HappyCo is values driven and offers a flexible, supportive culture. Join HappyCo and Make Work Happy!

The Position
The Call Handling Specialist is responsible for answering inbound calls from residents, property staff, and vendors, ensuring all maintenance-related issues are documented accurately and handled in accordance with company standards. This role focuses solely on live call management, including information gathering, triaging emergencies, and providing excellent customer service while maintaining professionalism and empathy on every call.
- Maintain average call response time within target.
- Ensure all calls are documented correctly and fully.
- Maintain high-quality scores on call audits (tone, accuracy, escalation handling).
- Follow company scripts, SOPs, and emergency escalation protocols consistently.

Responsibilities/Job Duties:

  • Answer inbound calls promptly and courteously during assigned shifts.
  • Follow standardized call scripts and workflows to assess maintenance issues.
  • Document each call clearly and accurately in the company system, including issue details, actions taken, and next steps.
  • Identify and escalate emergency maintenance situations according to SOPs.
  • Communicate with residents and property teams to ensure clarity and proper follow-up.
  • Maintain a calm, professional tone when handling upset or anxious callers.
  • Use troubleshooting guides or SOPs to help resolve basic maintenance concerns over the phone.
  • Adhere to all quality, compliance, and call documentation standards.
  • Participate in brief daily huddles or debriefs to review trends or key updates.

    • Qualifications & Skills:

  • 3+ Years of Property Management Experience (Required).
  • Strong verbal communication and active listening skills.
  • Experience in customer service, call centers, or maintenance coordination preferred.
  • Ability to multitask and document calls while speaking with residents.
  • Comfortable using computers, web-based software, and call management tools.
  • High level of empathy, patience, and professionalism.
  • Basic understanding of property maintenance terminology is a plus.
  • Reliable internet connection and quiet workspace.
  • Bilingual - Spanish speaking is preferred.
  • A strong understanding of the relationship between residents, property management, and maintenance staff.
  • An upbeat, outgoing nature with an authentic desire to help others.

    • Skills

    Active ListeningCall Management ToolsCall ScriptingCalm Handling Of Upset CallersCRM/web-based SoftwareCustomer ServiceData EntryEffective CommunicationEmergency EscalationInternet ConnectivityIssue DocumentationMultitaskingRemote Workspace SetupSOP AdherenceSpanish (preferred)Tone ManagementTroubleshooting Guides

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