Customer Experience Representative

7 days ago

Ontario, California, United States GHP Management Full time

Job Summary:

GHP Management is seeking a highly motivated and customer-focused individual to join our team as a Customer Care Specialist. As a key member of our community team, you will play a vital role in delivering exceptional resident experiences and ensuring the highest level of customer satisfaction.

Key Responsibilities:

  • Customer Service:
    • Act as the primary point of contact for resident inquiries, service requests, and concerns.
    • Create a sense of community and deliver an outstanding living experience for residents.
    • Resolve resident conflicts and provide recommended alternative solutions to management for consideration.
    • Efficiently handle resident requests and complaints.
    • Contribute to resident retention efforts through service delivery and participation in resident events and outreach.
    • Assist with all inquiries, including move-in process, resident requests, follow-up, administration, renewal process, and move-out process.
    • Demonstrate service excellence through the demonstration of company values, employee promise, policies, and initiatives.
  • Sales and Marketing:
    • Plan and host community events.
    • Utilize social media outlets to engage residents as assigned.
    • Contribute to the resident renewal process by acting in a sales capacity to present renewal options to residents.
  • Operations:
    • Contribute 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.
    • Conduct patio and balcony compliance inspections to ensure these meet the GHP exterior standards.
    • Prepare notices for residents in accordance with lease and Fair Housing requirements as instructed by the Community Manager.
    • Generate maintenance work orders and follow up with the Service Team for status and completion.
    • Effectively communicate with residents on the status of maintenance work orders placed.
    • Log all resident activity.
    • Maintain thorough knowledge of specifications and community policies.
    • As needed, participate in rent delinquency prevention efforts by reaching out to late residents and ensuring these post payment to their account as soon as possible.

Requirements:

  • 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 to 12 months of practical experience in customer relations within Property Management or similar industry, or 2-3 years of combination of customer relations in retail, hospitality, property management preferred.
  • Knowledge of Fair Housing preferred.
  • General computer skills required.
  • Must pass background and drug test screening.
  • May require driving a golf cart.

Physical Requirements:

  • Frequently move/traverse, ascend/descend stairs in/around apartment homes and community.
  • Constantly position 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 operate computer, 10-key, and other office productivity machinery.
  • Constantly work in low to moderate noise levels.
  • Constantly work in outdoor weather conditions.

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. Onsite parking is also available.

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