Customer Service Representative

Description

The Customer Service Representative coordinates and facilitates customer service requests, provides back up to team members, and completes special projects as directed by management staff. The Customer Service Representative, as with all members of the Shea Properties Team, is expected to conduct himself/herself in a manner that is consistent with Shea Core Values and the Business Ethics, Employee Conduct and Confidentiality policy. The pay range for this position is $22.85 - $25.03/hour and the Customer Service Representative is also eligible to participate in the office Sales Bonus, Club Shea Program and the discretionary annual bonus plan. JF Shea offers a competitive benefits package including PTO, paid holidays, medical, dental, vision, 401K, disability, life insurance, 35% discounted apartment (based on availability), and cell phone allowance.

Job Duties

• Answers telephone calls and efficiently responds to resident inquires. Provides courteous customer service to residents, vendors, and general public.
• Completes maintenance work orders and service requests from residents and follows through to ensure completion. Contacts residents at completion of customer service requests to ensure all issues have been resolved satisfactorily.
• Coordinates requests from residents to provide specialized services such as picking up mail, watering plants and feeding pets.
• Updates and maintains a directory of local services, including schools, shopping, churches, parks, restaurants, transportation, community advents, etc. Provides information to assist residents as requested.
• Completes and tracks telephone calls to residents, including follow up calls, welcome calls and apartment work orders.
• Maintains a supply of updated brochures with Chamber of Commerce and encourages referrals.
• Creates amenities to acknowledge new babies, weddings, and any other special resident highlights as approved and directed by the Community Manager or Assistant Community Manager.
• Orders tickets to events, makes restaurant reservations, orders taxis or limousines as requested by resident.
• Accepts delivery of packages from UPS, Federal Express, etc. and delivers to apartment as requested by resident.
• Provides referral service to outside sources for maid service, car detailers, baby sitters, etc.
• Plans, organize and set up resident functions. Attends resident functions to ensure smooth implementation.
• Coordinates the preparation of resident event flyers with the marketing department for email and delivery.
• Communicate events through vehicles such as activity boards, building link/Action Build and social pages.
• Uses computer software to develop newsletters and other communications for distribution to residents and prospective residents.
• Assist with maintaining key control in accordance with company policies and procedures for all associates and vendors.
• Uses designated computer software, accurately inputs data.
• Sources, maintains and develops list of activity vendors (fitness classes, cooking classes, etc.) Measure success of activities through resident surveys.
• Develops and maintains relationship with local businesses and vendors.
• Purchase and maintain all hospitality supplies within the annual budget.
• Reviews websites on a regular basis and retains pertinent articles for resident perusal.
• Operates and understands YARDI, Yieldstar, AVID and all other property software.
• Assist with tours and leasing apartments when directed to do so by ACM or CM.
• Demonstrates the ability to handle resident complaints and direct them to the Asst. Community Manager or Community Manager when appropriate.
• Performs other duties as assigned. Actual job duties and responsibilities may vary depending on the size of the community.

Technical/Professional Knowledge (Knowledge/Skills, Education, and Experience)

• Demonstrates initiative, professionalism, personal awareness, integrity and exercises confidentiality in all areas of his/her performance.
• Effective written and oral communication.
• Time management and organization skills.
• Customer service experience required in at least one of the following industries: property management, hospitality, retail, real estate.
• Familiar with Microsoft Office products (Word/Excel/Outlook), Yardi preferred.
• High School Diploma or equivalent.

Work Environment

The Customer Service Representative works on-site at an apartment community and interfaces with external/internal customers, residents, and vendors on a regular basis. The position work schedule varies depending on the property. Hours and scheduled varies based on the needs of the community. The position is required to work weekend days (Sat/Sun). However, the Customer Service Representative should be flexible with availability depending on the needs of the property.

Physical Requirements

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands, reach with hands and arms, stoop, kneel, talk, hear, and use a telephone and personal computer. May be required to lift and/or move up to 25 pounds. Must be able to occasionally drive during the course of work.