Joyce Mathis Email & Phone Number

Round Rock, Texas, United States

Austin, Texas, United States

• Calling customers who previously toured an available home• Accepting calls from customers interested in an available home• Assisting customers who have recently applied to a home• Processing applications for homes• De-escalating upset callers and finding the best outcome for their issues• Working closely with WFM on schedules to ensure daily SLA is met• Working closely with TQM to ensure calls are handled correctly• Creating reports from our call system• Creating different reporting using Microsoft systems• Reaching out to my team throughout the day to encourage but keep focused• Keeping in communication with our leasing managers to provide my team with any recent updatesmade• Monitoring SLA and ensuring the right people are assigned at the right moment• Coaching or requesting a coaching for an agent that isn’t performing well• Creating training material• Creating/Updating our wiki page• Refreshers and role plays with agents with needed