This schedule is only from Monday – Friday from 8AM-4PM. While the receptionists are required to be in the office at 7:30AM, and won’t leave until 4:30PM – they will have to do some chores that may need to be done, and will not get any interruptions from calls, emails, and the like. On Sunday, Saturday, and holidays, the office will be closed.
During business hours, email is expected to be replied to. Even though the receptionist has a work email, they are not likely to receive a lot of emails coming in their way. During business hours, employees are expected to reply to the writer quickly. This is to assure that the tenant, or prospective tenant gets the information they are asking for. When signing the lease, I will always include a work contact card so they could call me if they feel they aren’t being treated properly.
Fax
Fax communications comes in 2 varieties. There is an incoming fax, and an outgoing fax. The telephone service provider will support incoming e-faxing. Anytime a fax is received, the system will convert it to a .pdf file, and will send me an email detailing there is a fax. Since I am the only party that has access to the account, only I can check the incoming faxes. Since the faxes are .pdf files, I will be able to email the fax to the appropriate party. The appropriate person can deal with the fax as they see fit. If it is in regards to a tenant, a copy of that .pdf file will be inserted into that tenant’s folder for his file storage.
Outgoing faxes will have to be printed (if need be), and faxed through the Xerox multi-function center. There will be an ATA plugged into the RJ11 port for outgoing faxes. Most of the faxes will likely be to Section-8. Once a fax is sent, the person sending the fax will be required to scan the document (if not in the file server), and save it to their work computer where the employee will then store it in the appropriate folder.
Telephone
When calling FSP Realty, the caller will be prompted to an IVR. This is designed to make it easier for the caller to reach the party they wish to reach. The office hours IVR is as follows:
- Reception
- Realty Agent
- Mainteance
- Hours and Location
- Website, and email
When the caller selects 1, all 4 phones within the receptionists’ lines will ring. The first one that picks up handles the call. The receptionist should be able to handle most of the general questions, and help the caller might need. The only way to react me is through the receptionist.
When the caller selects 2, the realty agent’s SIP client will ring. The realty agent will work with the caller to show a place they might be interested in. The caller will be responsible for getting to the address, but this should be easy enough as a resource of all units is access to a bus stop within 10 minute walk from the location. If there are other problems related with the property, the agent will address those needs as well.
Selecting 3 will reach the maintenance personnel. They will be required to address any would be emergencies, and schedule a date/time to handle non-emergency issues. If any of the laundry machines are malfunctioning for some reason, the maintenance person will handle that issue.
Selecting 4 will provide a pre-recorded message giving the office hours, and the address located at 1737-e on the second floor. They will also be informed of the public transit options that are available including the 3 bus routes to this location.
Selecting 5 will provide a spelled out URL for the caller to write down so they will know where to look. They will also be given the address of contact@fsp.homes which will send the email to a unified email box for the receptionist.