CUSTOMER CARE SPECIALIST

GHP Management Corporation; Santa Clarita (CA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

401(k) plan with employer match

Employee discounts

Paid time off

Job summary

GHP Management Corporation seeks a Customer Care Specialist to act as the onsite first contact for residents, delivering an exceptional living experience with a professional, friendly demeanor.

Responsibilities include handling inquiries, service requests, move-ins/outs, renewals, and coordinating with maintenance staff to ensure timely resolutions. You will contribute to resident engagement and uphold property standards daily.

Qualifications

• High school diploma or equivalent required.
• 1-3 years in customer relations within Property Management or related field preferred.
• Knowledge of Fair Housing is a plus.

Responsibilities

• Serve as the first point of contact for resident inquiries, service requests and concerns.
• Create a sense of community and exceptional living experience for residents.
• Plan and host community events and assist with renewals and move-ins/move-outs.
• Prepare notices, generate work orders, and track maintenance status.

Skills

Customer service

Communication

Multitasking

Teamwork

Attention to detail

Education

High School Diploma

Tools

General computer skills

Job description

As the Customer Care Specialist, you will play a crucial role at GHP. Your mission will be to create the greatest possible living experience. You will serve as the first point of contact for all resident interactions onsite. As a successful Customer Care Specialist, you will demonstrate a professional and friendly personality, with an uncompromising desire to deliver an exceptional resident experience. This position is full-time, and is not exempt from overtime.REPORTS TO: Community ManagerESSENTIAL JOB DUTIES:Customer Service:Act as first level of contact for all resident inquiries, service requests and concerns.Create a sense of community and an outstanding living experience for residents.Resolution driven and promotes positive, proactive resident relations.Mediate residents’ 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 resident outreach.Assist with all inquiries, including move-in process, resident requests, follow-up, administration, renewal process and move-out process.Demonstrate service excellence by being a role model for company values, our employee promise, policies and initiatives.Sales and Marketing:Plan and host community events.Utilize social media outlets (YELP, Google, Facebook etc.) 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 to lease and Fair Housing requirements as instructed by the Community Manager.Generate maintenance work orders and follow ups 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 payments to their account as soon as possible.Core Competencies and Professional 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.1-3 years’ experience in customer relations within Property Management or similar industry and or 2-3 years combination of customer relations in retail, hospitality property management preferred.Knowledge of Fair Housing preferred.General computer skills required.Physical Requirements:Regular and physical attendance is required.Frequently move/traverse, ascend/descend stairs in/around apartment homes and community.Constantly positions 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 visitorsAbility to remain in a stationary position for extended periods of time.Constantly operates computer, 10-key and other office productivity machinery.Constantly works in low to moderate noise levels.Constantly works in outdoor weather conditions.COGNITIVE OR MENTAL REQUIREMENTS:Reading;WritingAbility to communicate clearlyAbility to deal with complex issues; andAttention to detail.ELIGIBILITY REQUIREMENTS:Must have unrestricted work authorization to work in the United States; andMust be willing to submit to a background investigation.Benefits:100% Employee coverage options for Medical, Dental, Vision.401(k) plan with employer matchRobust Paid Time off benefits: Vacation, Sick Days, Holidays and Personal Days.Employee Assistance programTuition AssistanceDependent Care and Medical Flexible Spending AccountsLife & AD&D InsurancePet InsuranceEmployee Exclusive DiscountsLucrative referral bonus program