About us:
Westhome is a dynamic, highly respected real estate firm based in Los Angeles and is expanding its property management team.
The fast-paced environment is well suited to individuals who are ready to take on new challenges and provide operational excellence to residents and investor partners.
The position requires a dedicated, collaborative style focused on creating a holistic living experience resonating with residents and the community.
Guided by the objectives and goals of the firm, team members will ensure we have the appropriate objectives in place to effectively provide excellent customer service and operating efficiency.
POSITION DESCRIPTION
Customer Care Specialist
Reports To: Assistant General Manager
Department: Property Management
FLSA Status: Non-Exempt
Summary
Create the greatest possible living experience by serving as the first point of contact for all resident interactions onsite.
Demonstrates a professional and friendly personality, with an uncompromising desire to deliver an exceptional resident experience.
Essential Duties and Responsibilities include the following but are not limited to:
Act as first level of contact for all resident inquiries, service requests and concerns.
Create a sense of community and an outstanding living experience for residents.
Promote positive, proactive resident relations.
Mediate residents’ conflicts and provide recommended alternative solutions to management for consideration.
Efficiently handle resident requests and complaints.
In order to maintain the highest level of service Customer Care Specialist must maintain survey results exceeding the J Turner national average and be sure to respond to all survey inquiries within one business day.
Contribute to resident retention efforts through service delivery and participation in resident events and resident outreach.
Assist with all inquiries including move-in process, resident requests, follow-up, administration, renewal process and move-out process.
Demonstrate service excellence through the demonstration of company values, our employee promise, policies, and initiatives.
Plan and host community events
Utilize social media outlets (YELP, Google, Facebook etc.) to engage residents as assigned.
Contribute to the resident renewal process by acting in a sales capacity to present renewal options to residents.
Contribute to the cleanliness and curb appeal maintenance of the property by inspecting the property common area and resident amenities daily and reporting to the maintenance team any areas that need to be cleaned.
Conduct patio and balcony compliance inspections to ensure they meet community exterior standards.
Prepare notices for residents in accordance to lease and Fair Housing requirements as instructed by the General Manager.
Generate maintenance work orders and follow up with the maintenance team for status and completion.
Effectively communicate with residents on the status of maintenance work orders placed.
Log all resident activity in property management software.
Maintain thorough knowledge of specifications and community policies.
Participate in rent delinquency prevention efforts by reaching out to late residents and ensuring they post payment to their account as soon as possible.
Competencies
Ability to provide professional customer service to all levels of contacts in a professional manner, i.e.
by phone, email and text message communication.
Ability to determine the needs of prospects or resident clients through effective listening and inquiry skills.
Ability to multi-task and shift priorities quickly in a fast-pace customer service focused environment.
Tenacious, results oriented solution provider.
Strong organization and follow up skills with a high level of commitment to detail.
Ability to work in a team atmosphere and work independently.
Proven background in producing accurate and timely work.
Skills and Experience
1-3 years’ experience in a customer support role and successful relationships.
Must have reliable transportation, a clean driving record and evidence of auto insurance.
Driving is required.
Scheduling flexibility is required as shifts may require weekend hours.
Familiarity with customer service principles and practices.
Experience with Yardi and Rent Café CRM systems, a plus.
Highly proficient technical skills, specifically MS Office.
Data base experience helpful.
Strong administrative skills.
Equivalent experience or educational diploma or degree.
Speak English fluently, an additional language is a bonus but not essential (Spanish).
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
EQUAL OPPORTUNITY EMPLOYER
2020-08-01 ddg
Job Type: Full-time
Pay: $16.00
– $24.00 per hour
Benefits:
401(k)
401(k) matching
Dental insurance
Disability insurance
Employee assistance program
Employee discount
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Referral program
Vision insurance
Schedule:
8 hour shift
Day shift
Monday to Friday
Weekends
Education:
High school or equivalent (Preferred)
Experience:
Customer Service: 1 year (Preferred)
Work Location:
Multiple locations
Work Remotely:
No