Floating Customer Service Representative

Shea Properties; Aliso Viejo (CA); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

PTO

Paid holidays

Medical insurance

Dental insurance

Vision insurance

401K

Disability insurance

Life insurance

Discounted apartment

Auto allowance

Cell phone allowance

Job summary

Shea Properties seeks a Floating Customer Service Representative to coordinate and facilitate resident inquiries, assist team members, and manage special projects. The role is on-site at an apartment community and requires weekend work; travel 10–25% may be needed.

The position offers a competitive pay range and benefits including PTO, holidays, health coverage, 401K, and more. Responsibilities include answering calls, processing maintenance requests, coordinating local services, maintaining

Qualifications

• Customer service experience in property management, hospitality, retail or real estate.
• Familiar with Microsoft Office products; Yardi preferred.
• High School Diploma or equivalent.

Responsibilities

• Answer telephone calls and respond to resident inquiries with courteous service.
• Process maintenance requests and follow through to completion; confirm satisfaction.
• Coordinate requests for services, e.g., mail pickup, plant watering, pet care.
• Maintain directories of local services to assist residents.
• Log and track calls, welcome messages, and apartment work orders.
• Prepare event flyers with marketing and communicate events to residents.

Skills

Customer service experience

Written & verbal communication

Time management

Professionalism & integrity

Education

High School Diploma or equivalent

Tools

Yardi

MS Office (Word/Excel/Outlook)

Job description

Shea Properties – Find Awesome.

Shea Properties is always looking for talented people who are interested in beginning or continuing their careers in real estate. With a portfolio that includes 11,200 apartment units and 6 million square feet of commercial space in California, Colorado and Washington—and an amazing pipeline of future projects—Shea Properties can help you find your awesome. Our associates love the collaborative, supportive, family-friendly work environment. Our leadership team encourages input at all levels and embodies Shea’s Core Values of Honesty and Integrity, Respect for Others, Teamwork and Competitive Spirit.

Description

The Floating Customer Service Representative coordinates and facilitates customer service requests, provides back up to team members, and completes special projects as directed by management staff. The Pay range for this position is $22.00 - $24.00/hour. The Floating Customer Service Representative is also eligible to participate in the Office Sales Bonus, Club Shea Program and the discretionary annual bonus plan. JF Shea offers a competitive benefit package including PTO, paid holidays, medical, dental, vision, 401K, disability, life insurance, discounted apartment (based on availability), monthly auto allowance and cell phone allowance.

The Floating Customer Service Representative, as with all members of the Shea Properties Team, is expected to conduct himself/herself in a manner that is consistent with Shea Core Values and the Business Ethics, Employee Conduct and Confidentiality policy.

Job Duties

• Answers telephone calls and efficiently responds to resident inquires. Provides courteous customer service to residents, vendors, and general public.
• Completes maintenance work orders and service requests from residents and follows through to ensure completion. Contacts residents at completion of customer service requests to ensure all issues have been resolved satisfactorily.
• Coordinates requests from residents to provide specialized services such as picking up mail, watering plants and feeding pets.
• Updates and maintains a directory of local services, including schools, shopping, churches, parks, restaurants, transportation, community advents, etc. Provides information to assist residents as requested.
• Completes and tracks telephone calls to residents, including follow up calls, welcome calls and apartment work orders.
• Maintains a supply of updated brochures with Chamber of Commerce and encourages referrals.
• Creates amenities to acknowledge new babies, weddings, and any other special resident highlights as approved and directed by the Community Manager or Assistant Community Manager.
• Orders tickets to events, makes restaurant reservations, orders taxis or limousines as requested by resident.
• Accepts delivery of packages from UPS, Federal Express, etc. and delivers to apartment as requested by resident.
• Provides referral service to outside sources for maid service, car detailers, baby sitters, etc.
• Plans, organize and set up resident functions. Attends resident functions to ensure smooth implementation.
• Coordinates the preparation of resident event flyers with the marketing department for email and delivery.
• Communicate events through vehicles such as activity boards, building link/Action Build and social pages.
• Uses computer software to develop newsletters and other communications for distribution to residents and prospective residents.
• Assist with maintaining key control in accordance with company policies and procedures for all associates and vendors.
• Uses designated computer software, accurately inputs data.
• Sources, maintains and develops list of activity vendors (fitness classes, cooking classes, etc.) Measure success of activities through resident surveys.
• Develops and maintains relationship with local businesses and vendors.
• Purchase and maintain all hospitality supplies within the annual budget.
• Reviews websites on a regular basis and retains pertinent articles for resident perusal.
• Operates and understands YARDI, Yieldstar, AVID and all other property software.
• Assist with tours and leasing apartments when directed to do so by ACM or CM.
• Demonstrates the ability to handle resident complaints and direct them to the Asst. Community Manager or Community Manager when appropriate.
• Performs other duties as assigned. Actual job duties and responsibilities may vary depending on the size of the community.

Technical/Professional Knowledge

• Demonstrates initiative, professionalism, personal awareness, integrity and exercises confidentiality in all areas of his/her performance.
• Effective written and oral communication.
• Time management and organization skills.
• Customer service experience required in at least one of the following industries:property management, hospitality, retail, real estate.
• Familiar with Microsoft Office products (Word/Excel/Outlook),Yardi preferred.
• High School Diploma or equivalent.

Work Environment

Floating Customer Service Representative works on-site at an apartment community and interfaces with external/internal customers, residents, and vendors on a regular basis. The position work schedule varies depending on the property. Hours and scheduled varies based on the needs of the community. The position is required to work weekend days (Sat/Sun). However, the Floating Customer Service Representative should be flexible with availability depending on the needs of the property. Must be able and willing to travel, if needed, 10-25% of the time. Must have reliable transportation to work at different locations based on assignment for the day.

Physical Requirements

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands, reach with hands and arms, stoop, kneel, talk, hear, and use a telephone and personal computer. May be required to lift and/or move up to 25 pounds. Must be able to drive occasionally during the course of work.

Shea Properties is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.

EOE/M/F/D/V