Ghpmgmt
CUSTOMER CARE SPECIALIST (DTLA)
Ghpmgmt, Los Angeles, California, United States, 90079
Description
As the
Customer Care Specialist , you will play a crucial role at GHP. Your mission will be to create the greatest possible living experience. You will be the “face” of the company and responsible for making an extraordinary long-lasting first impression.You will serve as the first point of contact for all resident interactions onsite and for our prospective residents. It is you who will be the driving force in helping them find the best place to call home. As a successful Customer Care Specialist, you will demonstrate a professional and friendly personality, with an uncompromising desire to deliver an exceptional resident experience.REPORTS TO:
Community ManagerHOW YOU WILL CONTRIBUTE:Customer Service:Acts as first level of contact for all resident inquiries, service requests and concernsCreates a sense of community and an outstanding living experience for residentsResolution driven and promotes positive, proactive resident relationsMediates residents’ conflicts and provides recommended alternative solutions to management for considerationEfficiently handles resident requests and complaintsContributes to resident retention efforts through service delivery and participation in resident events and outreachAssists with all prospect inquiries including application process, tour coordination, lease administration, approval process, and move-in process to ensure the new resident has the best move-in experience attainableDemonstrates service excellence through the demonstration of company values, our employee promise, policies and initiativesSales and Marketing:Maintains a working knowledge of all community features and benefits and ensures these are showcased during the sales process with all prospectsCreates excitement through creative campaigns, continuous outreach, and social mediaDemonstrates a sense of urgency when making appointments for future residents to visit the communityContributes to the resident renewal process by acting in a sales capacity to present renewal options to residentsPlans and hosts community eventsUtilizes social media outlets (YELP, Google, Facebook etc.) to engage residents as assignedOperations:Maintains a fundamental working knowledge of all lease documentation and resident guide policies and procedures (e.g. Fair Housing guidelines, renter’s insurance policy, lease forms and agreements)Able to communicate leasing qualifications to prospective residentsFollows the GHP hospitality standards by ensuring the 'model' apartments and target apartments are ready for showOrganizes resident and property filesInputs resident and other pertinent information into Yardi accounting systemContributes to the cleanliness and curb appeal maintenance of the property by inspecting the property common area and resident amenities daily and reporting to the Service Team any areas that need to be cleanedConducts patio and balcony compliance inspections to ensure these meet the GHP exterior standardsPrepares notices for residents in accordance to lease and Fair Housing requirements as instructed by the Community ManagerGenerates maintenance work orders and follows up with the Service Team for status and completionEffectively communicates with residents on the status of maintenance work orders placedLogs all resident activityMaintains thorough knowledge of specifications and community policiesParticipates in rent delinquency prevention efforts by reaching out to late residents and ensuring payments post to their account as soon as possibleYOU HAVE:Desire to deliver an exceptional resident and colleague experience in a fast-paced, high-energy environmentPersonable, positive, team-oriented mindsetAbility to multitask, work independently, manage competing requests and prioritiesHigh school diploma or equivalent experience6 months-12 months practical experience in customer relations within Property Management or similar industry and/or 2-3 years combination of customer relations in retail or hospitality preferredKnowledge of Fair Housing preferredPrevious experience with Mystery Shopping programGeneral computer skills requiredMust pass background and drug test screeningPhysical Requirements:Regular and physical attendance is requiredFrequently move/traverse, ascend/descend stairs in/around apartment homes and communityConstantly positions self to bend, stoop, reach, liftOccasionally lift/move/carry up to 25lbs with/without assistanceFrequently lift/move/carry 5lbsConstantly communicate, converse and exchange information with coworkers, vendors, residents and visitorsAbility to remain in a stationary position for extended periods of timeAbility to observe details at close range (within a few feet of the observer)Constantly operates computer, 10-key and other office productivity machineryConstantly works in low to moderate noise levelsConstantly works in outdoor weather conditionsThe duties and responsibilities described are not a comprehensive list and additional tasks will be assigned.Salary Range: $20.00-$22.00 per hour, DOE.Benefits: Fully Paid medical insurance available to employees along with dental, vision. Other benefits include: flexible spending account, Life/AD&D insurance, pet insurance, Employee Assistance Program, TicketsAtWork. There is also free onsite parking.
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As the
Customer Care Specialist , you will play a crucial role at GHP. Your mission will be to create the greatest possible living experience. You will be the “face” of the company and responsible for making an extraordinary long-lasting first impression.You will serve as the first point of contact for all resident interactions onsite and for our prospective residents. It is you who will be the driving force in helping them find the best place to call home. As a successful Customer Care Specialist, you will demonstrate a professional and friendly personality, with an uncompromising desire to deliver an exceptional resident experience.REPORTS TO:
Community ManagerHOW YOU WILL CONTRIBUTE:Customer Service:Acts as first level of contact for all resident inquiries, service requests and concernsCreates a sense of community and an outstanding living experience for residentsResolution driven and promotes positive, proactive resident relationsMediates residents’ conflicts and provides recommended alternative solutions to management for considerationEfficiently handles resident requests and complaintsContributes to resident retention efforts through service delivery and participation in resident events and outreachAssists with all prospect inquiries including application process, tour coordination, lease administration, approval process, and move-in process to ensure the new resident has the best move-in experience attainableDemonstrates service excellence through the demonstration of company values, our employee promise, policies and initiativesSales and Marketing:Maintains a working knowledge of all community features and benefits and ensures these are showcased during the sales process with all prospectsCreates excitement through creative campaigns, continuous outreach, and social mediaDemonstrates a sense of urgency when making appointments for future residents to visit the communityContributes to the resident renewal process by acting in a sales capacity to present renewal options to residentsPlans and hosts community eventsUtilizes social media outlets (YELP, Google, Facebook etc.) to engage residents as assignedOperations:Maintains a fundamental working knowledge of all lease documentation and resident guide policies and procedures (e.g. Fair Housing guidelines, renter’s insurance policy, lease forms and agreements)Able to communicate leasing qualifications to prospective residentsFollows the GHP hospitality standards by ensuring the 'model' apartments and target apartments are ready for showOrganizes resident and property filesInputs resident and other pertinent information into Yardi accounting systemContributes to the cleanliness and curb appeal maintenance of the property by inspecting the property common area and resident amenities daily and reporting to the Service Team any areas that need to be cleanedConducts patio and balcony compliance inspections to ensure these meet the GHP exterior standardsPrepares notices for residents in accordance to lease and Fair Housing requirements as instructed by the Community ManagerGenerates maintenance work orders and follows up with the Service Team for status and completionEffectively communicates with residents on the status of maintenance work orders placedLogs all resident activityMaintains thorough knowledge of specifications and community policiesParticipates in rent delinquency prevention efforts by reaching out to late residents and ensuring payments post to their account as soon as possibleYOU HAVE:Desire to deliver an exceptional resident and colleague experience in a fast-paced, high-energy environmentPersonable, positive, team-oriented mindsetAbility to multitask, work independently, manage competing requests and prioritiesHigh school diploma or equivalent experience6 months-12 months practical experience in customer relations within Property Management or similar industry and/or 2-3 years combination of customer relations in retail or hospitality preferredKnowledge of Fair Housing preferredPrevious experience with Mystery Shopping programGeneral computer skills requiredMust pass background and drug test screeningPhysical Requirements:Regular and physical attendance is requiredFrequently move/traverse, ascend/descend stairs in/around apartment homes and communityConstantly positions self to bend, stoop, reach, liftOccasionally lift/move/carry up to 25lbs with/without assistanceFrequently lift/move/carry 5lbsConstantly communicate, converse and exchange information with coworkers, vendors, residents and visitorsAbility to remain in a stationary position for extended periods of timeAbility to observe details at close range (within a few feet of the observer)Constantly operates computer, 10-key and other office productivity machineryConstantly works in low to moderate noise levelsConstantly works in outdoor weather conditionsThe duties and responsibilities described are not a comprehensive list and additional tasks will be assigned.Salary Range: $20.00-$22.00 per hour, DOE.Benefits: Fully Paid medical insurance available to employees along with dental, vision. Other benefits include: flexible spending account, Life/AD&D insurance, pet insurance, Employee Assistance Program, TicketsAtWork. There is also free onsite parking.
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