Customer Service Coordinator

Description

The Customer Service Coordinator is the frontline position who will assist customers, contractors, and visitors daily. The role will manage the main receptionist area for the Property Management Office. The position’s responsibilities include but are not limited to handling incoming and outgoing telephone calls, providing professional and courteous customer service, managing, and maintaining Yardi work orders, Preventive Maintenance Systems and Certificate of Insurances as well as receiving and processing all information requested by customers, contractors, and vendors. Job functions may be added to or deleted from this job description as necessary and determined by Property Management.

• Perform clerical tasks for staff as needed, including mail and packages protocol, ordering office supplies, maintaining personal property logs
• Perform general reception duties – greet walk-in customers, visitors, vendors, and contractors; handle their needs and direct them to the appropriate staff
• Assist the Property Manager in implementing The Cousins Way Property Management Manual
• Assist with correspondence and customer mailings
• Maintain the insurance files for coverage required by customers and vendors
• Monitor signs of customer “health” (i.e. through move-ins, move-outs, customer notices, etc.)
• Coordinate special customer and vendor mailings such as holiday cards and other customer notifications, including customer anniversaries, monthly calendars, and reminders of scheduled events
• Assist Property Manager with the planning and implementation of periodic customer events
• Provide customers with a Class A service experience with every interaction
• Prepare new customer packages and welcome letters
• Ensure proper operations of the phones and internet systems
• Maintain customer and administrative filing system and ensures all documents are properly and promptly filed
• Update and maintain the Yardi Work Order System and Building Website
• Receive all incoming service requests and dispatch to the appropriate personnel
• Ensures phones are answered in a friendly, professional manner, taking messages, or forwarding calls as necessary, but answering requests directly whenever possible
• The Customer Service Coordinator will support the property’s needs on a variety of administrative duties including but not limited to fielding and returning phone calls, processing expense reports, commission payments, managing calendars, scheduling appointments, vendor relations, filing, and completion of other projects as needed
• Provide Administrative support to Property Management staff and Engineers
• Develop and maintain positive customer relations by creating and sustaining good will and by providing consistently responsive quality customer service

Requirements

• Adaptability - Able to adapt to changes in situation, direction, or people; adjust to needs of others without losing self-esteem
• A minimum of two years of experience in customer service required in any industry
• Must possess strong interpersonal skills and an ability to organize across departments
• Be familiar with building emergency procedures manual to be able to direct customers during emergency situations
• Real estate experience preferred but not required
• Detail oriented with clear/consistent focus on the accuracy and completeness of work product
• Must be methodical and a strong communicator
• Strong time management and ability to balance multiple projects efficiently and achieve required results
• Must possess excellent customer service skills
• A Bachelor’s Degree preferred
• Communication - Able to clearly express ideas; present verbal information in a straightforward manner; ask questions in order to open channels of communication; listen to understand perspective
• Data driven individual
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, and Access) is required
• Responsiveness – Need to perform responsibilities with an acute sense of urgency to meet the needs of others; respond to solve problems; willing to accept a variety of tasks associated with this position
• Yardi experience preferred
• The incumbent must be able to define problems, collect data, establish facts, and draw valid conclusions
• Must be able to speak, read, write and understand the primary language(s) used in the workplace
• Strong acumen in oral and written business communications
• Customer Service – Demonstrate optimum customer service delivery while performing all job functions
• Integrity - Demonstrate sound business ethics; consistently comply with organizational values; protect confidential information
• Must have excellent organizational and problem-solving skills

Benefits

This position will be split at Vantage and RailYard locations in Charlotte, NC. This position is not a remote or hybrid position.

Training + Development

Interview process

Visa Sponsorship

Security clearance