SR CUSTOMER CARE SPECIAL

As the Senior Customer Care Specialist, you are a team builder who provides support, mentorship and direction to ensure a high level of Employee and Resident Engagement.

Your mission will be to create the greatest possible living experience. As a successful Senior Customer Care Specialist, you will demonstrate a professional and friendly personality, with an uncompromising desire to deliver an exceptional resident experience.

REPORTS TO: Community Manager

HOW YOU WILL CONTRIBUTE:

1. Customer Service:

• Provide leadership to the Resident Services department by setting a Service Excellence standard and inspiring the team to achieve it.
• Ensure all resident interactions are handled in an efficient and customer-service forward manner. Follow up with residents to confirm customer satisfaction.
• Manage all resident move-ins, service requests and in-person resident interactions, including ensuring all resident complaints are resolved, follow-up is conducted and documented (apartment ratings).
• Ensure all information, access maps, move-in packets and keys are prepared prior in advance, as well as verify function of keys and assignment of parking spots.
• Acts as first level of contact for all resident inquiries, service requests and concerns
• Creates a sense of community and an outstanding living experience for residents
• Resolution driven and promotes positive, proactive resident relations
• Mediate residents’ conflicts and provide recommended alternative solutions to management for consideration
• Efficiently handle resident requests and complaints

1. Sales and Marketing:

• Develop and implement the quarterly events calendar. Attend events as necessary to promote the customer relations.
• Responsible for the property’s satisfaction score on Yelp/Google/Apartmentratings.com. and promoting a positive customer experience. Work with our residents to have them post their positive experiences.
• Responsible for internal contests to reach satisfaction reputation x scores.

1. Operations:

• Lead by example the personnel of the Resident Services department and work with the Maintenance Managers and Assistant Manager.
• Conduct daily meetings with the Maintenance Manager to confirm all move out inspections are scheduled, walked, and ready for the soda process. Including assisting to get invoices for the sodas.
• Inspect property regularly to ensure that all common areas are clean, and amenities are in working order. Property balcony inspections weekly (logged) and units in violation are notified for corrections.
• Ensure parking assignments are complete and parking regulations are enforced.
• Assist in the lease renewal program and work with the Property Manager to creating lease renewal events ensuring that the residents see the value in renewing at The Davinci.
• Assist with completing all depositing accounting per move out; submit to the Property Manager for signature.
• Assist the Assistant Manager with ledger reviews, ledger credits, PQ notices and other overflow items from the Assistant Manager.
• Monitor all online web calls that come in through Yardi Voyager. Help close work orders in the system and complete follow up calls to insure each work order is complete to our resident’s satisfaction.
• Prepare and complete all administrative forms, files and assigned reports in a timely manner.
• Maintain knowledge of and application of GHP Management policies and procedures as well as property community policies.
• Responsible for reporting any unusual or extraordinary circumstances regarding the residents or the property to the Property Manager. Function as liaison, and work closely with Courtesy Patrol.

• Effectively communicates with residents on the status of maintenance work orders placed. Maintain follow-up logs for maintenance requests and new move-in satisfaction calls. Maintain log of both in-person and phone interactions regarding resident issues and follow-up.
• Verify refreshment supplies are stocked for the office and models