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Account Management Professional
2 months ago
The Account Management Specialist provides administrative and customer support to the Account Management team. The incumbent is also responsible for resident service triage and independently supporting the White Glove Customer promise function for a small portfolio of retail only communities.
Key Responsibilities- Portfolio Management: Manage a small portfolio of properties/accounts to ensure compliance with White Glove Customer promise and compliance with SLAs.
- Customer Service: Provides the highest level of customer service in support of the portfolio(s) managed and in support of escalations within the team.
- Relationship Building: Interacts and builds relationships with individual customers, Retail Leasing Agents, Property Management teams, and Boards of Directors.
- Process Improvement: Utilizes independent discretion for process improvement, customer escalation issues, creating and coordinating on-site events, as well as ensuring that the company is meeting contractual commitments and service level agreements for their designated property.
- Attention to Detail: Maintains strict attention to detail and passion for organizational skills and strategy.
- Community Oversight: Ensures all community retail codes match agreement, are accurate, and current.
- Service Coordination: Oversees the services provided in the community common areas and work with the Commercial Sales team to address service issues or process additional services.
- Meetings and Communication: Prepares and attends all meetings as required with Property Management and/or Board of Directors.
- Quality Improvement: Reviews requests for updates for the community channel and Hotwire Announcement section.
- Independent Judgment: Consistent exercise of independent judgment and discretion in matters of significance.
- Process Redesign: Improves quality results by studying, evaluating, and re-designing processes and implementing necessary changes.
- Team Support: Contributes to team effort by supporting the team with triage and administration support duties.
- Customer Service Skills: Exceptional customer service skills and proven experience.
- Education: Bachelor's degree in business, or related work experience a plus.
- Industry Experience: Property management or telecommunications experience a plus.
- Transportation: Must be able to provide own transportation to various locations in organizational service area.