Job Details
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Job Description
- Leading the Customer Services and Call Center staff.
- Resolving complex issues and enquiries.
- Ensuring accurate communication records as well as the details of communication with customers are maintained properly.
- Making sure that the company’s services or products are well illustrated through all channels
- Issuing compensation to customers.
- Studying and analyzing statistics to find out the level of customer service the company is providing.
- Participating in discussion with other managers to understand how the customer service may be improved in order to retain existing clients and add new clients
- Managing all customer service functions, Call support, Customer Relations and Collection Department.
- Facilitate solving the problems and complains that may face the customer and to meet their expectations with the company
- Determine date to our customer's to deliver their units in any project and to come to pay any bounced checks
- Develop the function to provide skilled Customer Retention based services in order to achieve high levels of persistency.
- Monitor, coach and provide feedback to Supervisors to enable them to enhance the performance of their teams.
- Receive all telephone calls and in-person visits. Listen to resident requests, concerns and comments.
- Quickly complete maintenance Service Request and inform the maintenance team. Answer questions for residents about community, repairs, rules, etc.
- Follow up on a timely basis if unable to respond to residents on all matters.
- Ensure all maintenance repairs are handled satisfactorily by contacting residents with completed Service Requests on a weekly basis.
- Maintain open communication with Property Manager and Maintenance Supervisor.
- Contribute to cleanliness and curb appeal of the community on continuing basis.
- Assist in planning resident functions. Attend functions and participate as host for any functions as directed by the Property Manager.
- Enforce policies of the community.
- Diaries appropriate reminder in the Exec team's diaries about deadlines for report submissions, important events, monthly meetings, travel plans, etc
- Process expense claims and submits them on a timely basis ensuring that it is in line with policy.
- Screen calls, respond to queries and direct them appropriately and promptly.
- Maintain an efficient and auditable filing system for the Exec Team.
- Ensure that every document escalated for CEO, s approval is complete, correct and accurate.
- Exercise discretion in dealing with matters at all times
- Follow the set procedures in processing requests, payment, cheques, etc.
- Have a systematic approach to work and the ability to liaise with internal and external stakeholders.
- Provide administrative support in terms of document processing i.e. writing correspondences, creating presentations, ability to summaries reports, etc.
- Immediately record all telephone and in-person visits on appropriate reports
- Files own guest cards and maintain according to established procedures.
- Update availability report, process applications for approvals. (i.e., credit check, rental history, etc.) Submit processed applications to the Property Manager for approval.
- Understand the Apartment Association lease and contracted credit report application.
- Ensure that all proper and legal documents are received, current, accurately verified and entered into the computer from new vendors, prior to payment being processed
- Ensure that all invoices received from the properties are approved, entered and paid within a timely manner.
- Access computerized financial information to resolve vendor and payment disputes.
Job Requirements
- Customer Service Management
- Customer Relation Management
- Customer Service Quality Assurance and Auditing
- Call Center Management and Standardization
- Training & Development
- Cost-Reduction Strategies
- Order Fulfillment & Management
- Sales and Marketing Support
