What are the responsibilities and job description for the Customer Relations Coord position at Granite?
Position Responsibilities :
Office Management and General Support
Assist all customers and guests coming into the Management office. Answer, screen, and direct incoming calls as needed. Assist property and engineering teams with customer and vendor services.
Maintain management office, order supplies, stock breakroom, and coordinate repairs of office equipment. Open and distribute incoming mail, interoffice mail, and maintain files.
Communicate with building teams, customers, janitorial day staff, and security throughout the day or as needed as issues arise.
Manage technology systems to include : Angus, Lobby Directory, Enertiv submeters, Parking Analysis, conference room technology, digital display system, access card database, and data entry for utility tracking and benchmarking.
Review Angus work orders throughout the day to ensure prompt response times. Enter requests from customers and others into the system as needed. Close out work orders as required and follow up to ensure customer satisfaction.
As requested, provide administrative support for the Managing Director as requested including travel, expense reporting, meeting coordination / logistics, invoices coding, and file management.
As requested, coordinate broker and customer gifts and recurring correspondence.
Customer Connection
Assist with customer correspondence, including letters, memos, Angus notifications, and Mailchimp newsletters. Maintain customers lists and files.
Track certificates of insurance for customers and assist in obtaining vendor insurance certificates. When necessary, prepare correspondence for any insurance issues.
Coordinate estimates resulting from customer work order requests through Angus proposal function and complete related billback process.
Implement Customer amenity program, and support Community Creation efforts for the market as requested.
Coordinate customer events, negotiating contracts as needed
Facilitate misc. customer offerings
Market events to customers via memo blasts, lobby posters, lobby directory
Coordinate and update new customer handbook in Angus.
Accounting Support
Enter and track purchase orders in Nexus. Set up new vendors.
Building Care
Review Security’s Daily Activity Reports (DAR) each day; Alert management team of any unusual activity noted in the DAR; Create work orders for action items.
Complete daily security pass down log and send to management team, security, engineering, and porter to notify of all contractors needing access into the building / suites.
Conduct semi-annual building inspections.
Update monthly janitorial cleaning inventories.
Monitor fitness center for necessary maintenance items, coordinate cleaning and supply orders.
Manage conference room AV needs to ensure resources are in working order. Facilitate repairs with IT as needed. Monitor conference room reservations and ensure rooms are set-up according to customer requests and preferences.
Essential Functions :
Ability to consistently apply education, experience, and good judgement to the job responsibilities at a consistently high level of performance, both in quantity and quality.
Ability to consistently and resourcefully handle multiple priorities under rapidly changing circumstances and goals, including within short timelines.
Ability to consistently, frequently, and effectively communicate, coordinate, and collaborate with individuals and groups primarily face-to-face, but also by telephone and electronic media.
Exceptional ability to adapt, to innovate, and to understand and comply with Granite’s policies and culture, along with all applicable laws and the highest ethical standards.
Ability to concentrate for long periods of time, whether alone or working with people in close proximity to you.
Ability to consistently attend work and to be punctual at the office.
Role-Based Competencies :
Drives Results – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm; Consistently achieving results, even under tough circumstances
Customer Focus – Building strong customer relationships and delivering customer-centric solutions; Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Cultivate Innovation – Creating new and better ways for the organization to be successful
Situational Adaptability – Operating effectively, even when things are not certain, or the way forward is not clear; Adapting approach and demeanor in real time to match the shifting demands of different situations
Technical Acumen – Understanding the purpose and basic processes of their assigned functional area
Qualifications / Requirements :
High school diploma or general education degree (GED) required.
1 - 3 years of related experience or administrative experience
Proficient in Microsoft Office suite.
Excellent customer service skills.
Physical Requirements :
Hearing and visual ability to observe and detect and appropriately react to signs of emergency situations.
Ability to independently move throughout the office and property, and consistently and continuously perform essential job functions.
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