Customer Service Representative

Job Summary: KDCI Outsourcing is seeking a reliable and proactive Customer Service Representative to join our after-hours call center support team. This role serves as the first line of response for tenants reporting urgent maintenance issues or concerns outside of standard business hours. The ideal candidate will have a calm, solutions-oriented approach to emergency situations, strong communication skills, and the ability to manage administrative duties during periods of low call volume. Experience in property management, emergency dispatch, or call center operations is required. Familiarity with property management platforms such as Yardi Voyager or Elevate is a strong advantage.

Responsibilities

After-Hours Call Management

• Respond promptly and professionally to tenant maintenance concerns, emergency situations, and security-related issues after hours.

• Evaluate the urgency of calls and escalate issues to appropriate vendors or on-call personnel as needed.

• Accurately document call details, actions taken, and follow-up requirements in the system.

Coordination & Communication

• Coordinate with vendors, maintenance staff, and property managers to ensure timely resolution of issues.

• Keep tenants and stakeholders informed throughout the emergency response process.

• Maintain clear, courteous, and professional communication across phone, email, and internal systems.

Administrative Support

• Perform data entry, reporting, and other clerical tasks during low call volume periods.

• Assist internal departments with various administrative needs and ad-hoc requests.

• Previous experience in property management, emergency dispatch, or a call center support role.

• Experience using Yardi Voyager, Elevate, or similar property management software is a plus.

• Excellent verbal communication and customer service skills.

• Strong attention to detail with a high degree of accuracy in documentation.

• Ability to multitask and make sound decisions under pressure.

• Strong judgment and common sense, especially in emergency or time-sensitive scenarios.

• Proficient in Microsoft Office (Word, Excel) and comfortable using basic task management tools.

• Self-motivated, dependable, and capable of working independently with minimal supervision.

• Calm, composed, and solutions-focused in high-stress situations.

• Flexible, adaptable, and willing to take on a variety of support tasks as needed.