Implementation Service Representative II

Overview

The Implementation Services Representative II is responsible for converting client data into RealPage products and systems.  Using established procedures, the ISR I is required to analyze client data and take the appropriate actions necessary to implement all requested products.  This can include working with files in a variety of formats, including Excel, PDF, and hardcopies of files.  Phone and email communication with clients will also be required throughout the implementation process.

ISR candidates are expected to master the skills required to implement at least one primary Leasing & Rents product center, which are Conventional, HUD (Section 8), and Tax Credit (LIHTC) based properties.  The implementation of ancillary products, such as Facilities, Purchasing, and Affordable Waitlist will also be required.

Responsibilities

• Develop mastery of the conversion tools required to successfully implement RealPage products and services
• Manipulate client submitted materials into a format useable by RealPage Conversion Utilities
• Review client business practices and confirm data is converted in a way that best utilizes RealPage products
• Complete accurate manual entry of data, from multiple sources, as required by the implementation process
• Analyze reports produced through the implementation process to identify and make corrections as necessary
• Confirm the results of the implementation process fulfill client expectations prior to completing each service
• Document issues encountered through the implementation process using account management tools, such as Salesforce
• Review complex orders to confirm that all services being provided have been properly requested
• Perform peer review of the work produced by teammates to ensure it meets department quality standards
• Perform external quality assurance of the work produced by teammates to ensure it meets department quality standards
• Communicate with clients to resolve complex issues with their submitted conversion materials, as required
• Meet strict deadlines and manage multiple projects within a short time frame
• Communicate with management regarding the status of assignments and any obstacles encountered that may hinder the achievement of designated goals
• Assist in the training and mentoring of new hire employees

Qualifications

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Must be graduate of Accounting, Finance or any Business-related course
• With at least 2-3 related work experience
• Strong organizational and time-management skills with the ability to handle multiple projects in a limited time frame
• A results-oriented mind-set, which thrives working in a fast-paced environment
• Excellent English, verbal and written communication skills
• Attention to detail and assurance of data integrity
• Ability to communicate and explain complex processes and concepts
• Proven ability to provide solid customer service
• Ability to work overtime and weekends as needed to ensure deliverables are met
• Bachelor’s degree in business, technology, or financial related field a plus
• Familiarity with RealPage products, SharePoint and SalesForce.com a plus
• Previous property management experience a plus

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.