Customer Service Representative

Description

The Floating Customer Service Representative coordinates and facilitates customer service requests, provides backup to team members, and completes special projects as directed by management staff. The pay range for this position is $22.85 - $25.03/hour. The position is also eligible to participate in the Office Sales Bonus, Club Shea Program, and the discretionary annual bonus plan. JF Shea offers a competitive benefit package including PTO, paid holidays, medical, dental, vision, 401K, disability, life insurance, and a discounted apartment (based on availability), monthly auto allowance, and cell phone allowance.

The representative 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.

Job Duties

• Answers telephone calls and efficiently responds to resident inquiries. Provides courteous customer service to residents, vendors, and the general public.
• Completes maintenance work orders and service requests from residents and follows through to ensure completion. Contacts residents at the 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, and community events, 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 the Chamber of Commerce and encourages referrals.
• Creates amenities to acknowledge new babies, weddings, and other special resident highlights as approved and directed by the Community Manager or Assistant Community Manager.
• Orders tickets to events, makes restaurant reservations, and coordinates transportation requests by residents.
• Accepts delivery of packages from UPS, Federal Express, etc., and delivers to apartments as requested by residents.
• Provides referral service to outside sources for maid service, car detailers, babysitters, etc.
• Plans, organizes, and sets 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.
• Communicates events through vehicles such as activity boards, building links, and social pages.
• Uses computer software to develop newsletters and other communications for distribution to residents and prospective residents.
• Assists 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 a list of activity vendors. Measures success of activities through resident surveys.
• Develops and maintains relationships with local businesses and vendors.
• Purchases and maintains all hospitality supplies within the annual budget.
• Reviews websites regularly and retains pertinent articles for resident perusal.
• Operates and understands YARDI, Yieldstar, AVID, and other property software.
• Assists with tours and leasing apartments as directed by ACM or CM.
• Handles resident complaints and directs them to the Assistant Community Manager or Community Manager when appropriate.
• Performs other duties as assigned. Job duties may vary depending on the size of the community.

Technical/Professional Knowledge

• Demonstrates initiative, professionalism, personal awareness, integrity, and confidentiality in all performance areas.
• Effective written and oral communication skills.
• Time management and organizational skills.
• Customer service experience required in property management, hospitality, retail, or real estate.
• Familiarity with Microsoft Office products; Yardi preferred.
• High School Diploma or equivalent.

Work Environment

The Floating Customer Service Representative works on-site at an apartment community and interfaces with external and internal customers, residents, and vendors regularly. The work schedule varies based on community needs and requires working weekends. Flexibility with availability is necessary, as well as occasional travel (10-25% of the time) and reliable transportation to work at different locations based on daily assignments.

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. Driving may be required during work.

Shea Properties is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or veteran status, or any other protected factor.