Customer Care Representative

2 weeks ago

Irvine, United States Irvine Full time
Position Summary:

The Customer Care Representative is responsible for assisting customers with challenges, escalated concerns and questions while proposing appropriate solutions and answers. This role will project the organization's image professionally through telephone interaction and will support all properties within the Irvine Company Apartment Communities portfolio.

Job Duties:

  • Promotes positive, proactive customer interactions to make their Irvine Company experience of the highest quality.
  • Handles incoming requests from customers by phone, e-mail, on-line or chat and responds and follows up with their inquiries or requests.
  • Handles and assists in achieving a resolution to customer and employee concerns.
  • Identifies and escalates priority issues to the proper departments in a timely manner.
  • Documents and tracks escalated concerns until resolution is reached.
  • Communicates in a calm and objective manner while assisting with concerns.
  • Follow up on customer and employee inquiries in a timely manner (typically within 24 hours).
  • Handle incoming maintenance requests by phone.
  • Assist with responding to customer reviews to support the company's reputation management process.
  • Utilizes resources and keeps up to date on policies and processes to provide accurate and detailed information on our apartment communities.
  • Demonstrates initiative in being proactive and providing resolutions when presenting a concern.
  • Directs unresolved issues and requests to the appropriate designated resource
  • Provides support to other centralized departments.
  • Displays a high level of integrity and professionalism at all times in dealing with residents, employees and outside contacts.
  • Maintains company's customer service and sales standards.
Minimum Qualifications / Other Expectations:

Education:
  • High School Diploma or equivalent work experience
Experience:
  • One to three years experience in customer service environment preferred
  • Previous onsite apartment leasing, property management and administrative processes experience preferred.
Knowledge, Skills and Abilities:
  • Bi-lingual [Spanish, Korean, Farsi, and/or Chinese] - preferred
  • Superior customer service skills and a desire to help people
  • Excellent written and oral communication and interpersonal skills
  • Ability to communicate clearly and effectively in English, both verbally and in writing. Multilingual ability a plus
  • Ability to work evenings, weekends and holidays

Compensation:

Base Pay Start Rate: $27.88

The Company also offers competitive benefits for full time employees including paid time off, matching 401(k), and health benefits.

About Us:
Irvine Company Apartment Communities (a division of Irvine Company) offers a portfolio of more than 125 resort-style apartment communities in coastal California's most desirable locations: San Diego, Orange County, West Los Angeles and Silicon Valley.

With world-class amenities, resort-like surroundings and an unparalleled commitment to customer service, Irvine Company Apartment Communities redefines the rental-living experience.

We take as much pride in our employee community as we do the communities we create. It's an environment populated with talented and experienced people, a collaborative spirit and abundant opportunities.

Apply today to join our employee community, and learn more about Irvine Company, our legacy and our guiding principles.

The Irvine Company is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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