CUSTOMER CARE SPECIALIST (DTLA)

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 Manager

HOW YOU WILL CONTRIBUTE:

Customer Service:

• 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
• Contributes to resident retention efforts through service delivery and participation in resident events and resident outreach.
• Assists 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 attainable.
• Assists with all inquiries including move-in process, resident requests, follow-up, administration, renewal process and move-out process
• Demonstrates service excellence through the demonstration of company values, our employee promise, policies and initiatives.

Sales and Marketing:

• Maintains a working knowledge of all community features and benefits and ensures these are showcased during the sales process with all prospects
• Creates excitement through creative campaigns, continuous outreach, and social media
• Demonstrates a sense of urgency when making appointments for future residents to visit the community
• Contributes to the resident renewal process by acting in a sales capacity to present renewal options to residents
• Plan and host community events
• Utilizes social media outlets (YELP, Google, Facebook etc.) to engage residents as assigned

Operations:

• 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, etc.)
• Able to communicate leasing qualifications to prospective residents
• Follow the GHP hospitality standards by insuring the 'model' apartments and target apartments are ready for how (e.g. cleanliness, WOW fridge, green apples)
• Organize resident and property files
• Input resident and other pertinent information into Yardi accounting system
• Contributes 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 cleaned.
• Conducts patio and balcony compliance inspections to ensure these meet the GHP exterior standards.
• Prepares notices for residents in accordance to lease and Fair Housing requirements as instructed by the Community Manager
• Generates maintenance work orders and follow ups with the Service Team for status and completion
• Effectively communicates with residents on the status of maintenance work orders placed
• Logs all resident activity
• Maintain thorough knowledge of specifications and community policies
• As needed participates in rent delinquency prevention efforts by reaching out to late residents and ensuring payments post to their account as soon as possible.

YOU HAVE:

• Desire to deliver an exceptional resident and colleague experience in a fast- paced, high-energy environment
• Personable, positive, team-oriented mindset
• Ability to multitask, work independently, manage competing requests and priorities
• High school diploma or equivalent experience
• 6 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, hospitality property management preferred.
• Knowledge of Fair Housing preferred
• Previous experience with Mystery Shopping program
• General computer skills required
• Must pass background and drug test screening

Physical Requirements:

• Regular and physical attendance is required
• 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

The 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.

Salary : $20 - $22