Call Handling Specialist

The company is a company where people can grow their careers and work with like minded people, with no egos or politics. The company is values driven and offers a flexible, supportive culture. Join the company 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.

This role starts as a full time, non-exempt position paying $21/hour to start, working with our Happy Force team to resolve on-site maintenance issues. This is also an opportunity to grow your skill set by being exposed to new products, technologies and challenges. The company partners with TCW as your Employer of Record. The following perks and benefits are offered through TCW:

• paid vacation and sick time
• work from home stipend
• company subsidized healthcare

About the company

Founded in 2011, the company (happy.co) builds mobile and cloud solutions to enable real-time property data. Our flagship product suite 'Happy Property’ has 2.7M units on its platform and has captured more than 270 million photos.  We’re everyday people with a shared purpose — improving people’s lives. Our team is made up of thinkers, talkers, planners, makers, builders and everything in between. Together, we’re turning our passions into happier communities!  When customers use our software, their communities get stronger. Our tools empower everyone in multifamily property management to improve their operations and maximize returns, which means they’re building better experiences for their residents. When property people are happy, we’re happy. That’s why we’re the company. Learn more about our Product Vision here!

Our the company Culture

The company strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that lets us do our best work. We’re devoted to building an inclusive, supportive culture that empowers each the company’er to succeed and grow. To learn more about our culture, check out our Glassdoor page and our careers page!

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that the company upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. The company is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

A note to Recruitment Agencies: Please don’t reach out to us about our roles -- we’ve got it covered. We don’t accept unsolicited agency resumes and the company is not responsible for any fees related to unsolicited resumes.