SR CUSTOMER CARE SPECIAL

Job Details: Job Location: BROADWAY PALACE - LOS ANGELES, CA, Salary Range: $23.00 - $25.00Hourly, 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:

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

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.

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

Qualifications: CORE COMPETENCIES:

Customer- Centric: Desire to deliver an exceptional resident and colleague experience in a fast-paced, high-energy environment.  Personable, positive, team-oriented mindset
Leadership:  Ability to inspire and lead others to goal achievement through day-to-day interaction.
Problem Solving:  Uses logic and reasoning to identify solutions and seek alternative conclusions or approaches to problems.
Communication - Communicates with supervisors, peers, and subordinates by providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.  Ability to understand basic instructions either verbal or written.
Conflict Resolution - Has an ability to remain calm during difficult situations, resolve conflicts and negotiating with others handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Organization and Project Management - Organizes, plans, and prioritizes work.  Ability to multitask, work independently, manage competing requests and priorities

PROFESSIONAL REQUIREMENTS:

High school diploma or equivalent experience
2-5 years’ experience within a customer service management capacity within Property Management and or similar role in other customer facing environments with at least 3 years of non-management customer service responsibilities.
Knowledge of Fair Housing preferred
General computer skills required

PHYSICAL REQUIREMENTS:

Frequently move/traverse, ascend/descend stairs in/around apartment homes and community
Constantly positions self to bend, stoop, reach, lift
Occasionally lift/move/carry up to 25lbs with/without assistance
Frequently lift/move/carry 5lbs
Constantly communicate, converse and exchange information with coworkers, vendors, residents and visitors
Ability to remain in a stationary position for extended periods of time
Ability to observe details at close range (within a few feet of the observer).
Constantly operates computer, 10-key and other office productivity machinery. 
Constantly works in low to moderate noise levels
Constantly works in outdoor weather conditions
Must pass background and drug test screening

Benefits:

 100% Employee coverage options for Medical, Dental, Vision.
 401(k) plan with employer match
 Robust Paid Time off benefits: Vacation, Sick Days, Holidays and Personal Days.
 Employee Assistance program
 Tuition Assistance
 Dependent Care and Medical Flexible Spending Accounts
 Life & AD&D Insurance
 Pet Insurance
Employee Exclusive Discounts
Lucrative referral bonus program