Customer Service Representative

Foxen; Columbus (OH); On-site; USD 35,000 - 45,000; Full time

Job summary

Foxen seeks a Customer Service Representative in Columbus, Ohio, to be the primary contact for residents, addressing questions and concerns. You will work within a growing team focused on enhancing the multifamily risk compliance industry. Strong communication and problem-solving skills are essential for providing excellent resident experiences.

The position offers opportunities for personal development and plays a vital role in operational efficiency.

Qualifications

• Strong communication skills to convey information clearly.
• Ability to listen actively to customer concerns.
• Experience handling difficult customers with empathy.
• Organizational skills to prioritize and multitask effectively.
• Willingness to learn new systems and adapt to change.

Responsibilities

• Respond to customer inquiries through various channels.
• Resolve issues and follow up to ensure resolution.
• Provide accurate information about company products.
• Manage customer accounts as needed.
• Process incoming mail efficiently.
• Suggest and develop process improvements for operations.

Skills

Strong communication skills

Active listening

Empathy and patience

Excellent organizational and time management skills

Positive attitude

Job description

Foxen advances financial wellness through multi-family real estate. Founded in 2018 and headquartered in Columbus, Ohio, we provide we provide a platform of compliance solutions for multifamily property owners, operators and residents.

We’ve built a profitable, growing business in a challenging market. Customers stay and expand with us. Our product portfolio continues to deepen. And we still have significant room to grow.

That kind of momentum requires something specific from the people who work here: high standards, a builder’s mindset and ambition without ego.

Foxen isn’t for everyone. But for the people it’s for, it’s a supportive place to grow.

What You’ll Do:

This role is posted externally as Customer Service Representative, but internally aligned to our Resident Support Specialist position. As a Resident Support Specialist, you’ll be the primary point of contact for residents, helping them with questions, comments, and complaints. You’ll need to be an excellent communicator who can quickly and effectively resolve issues to ensure a great resident experience. You will join a growing team of entrepreneurial professionals focused on disrupting the multifamily risk compliance industry, and you will have the opportunity to help develop the company’s operational platform.

Your Responsibilities:

• Answering inquiries: Responding to customer questions via phone, email, live chat, or in-person.
• Problem-solving and complaint resolution: Listening to and understanding customer issues, then providing appropriate solutions, and following up to ensure the problem is resolved.
• Providing information: Having in-depth knowledge of the company’s products and services to accurately inform customers.
• Managing accounts: Reviewing and making changes to customer accounts as needed.
• Retrieve and distribute incoming mail in a timely manner.
• Contribute to operational efficiency by suggesting and developing new process improvements.

What You Bring:

• Strong communication skills: The ability to convey information clearly and effectively, both verbally and in writing.
• Active listening: Paying close attention to what customers are saying to fully understand their needs and concerns.
• Empathy and patience: Staying calm and polite, especially when dealing with difficult or frustrated customers.
• Excellent organizational and time management skills with a proven ability to prioritize tasks and multitask effectively.
• A positive attitude and a proactive approach to learning new systems and adapting to change.