Floating Customer Service Representative

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

Benefits offered by this job

PTO

paid holidays

medical

dental

vision

401K

disability

life insurance

discounted apartment

monthly auto allowance

cell phone allowance

Job summary

Shea Properties LLC is seeking a Floating Customer Service Representative to support residents at an on-site apartment community. You will handle phone inquiries, coordinate service orders, assist with events, and collaborate with management to ensure resident satisfaction.

The position emphasizes hospitality, timely communication, and professional interaction with residents, vendors, and staff. It includes weekend shifts and requires on-site presence in California assets managed by Shea

Qualifications

• Customer service experience required in property management, hospitality, retail, or real estate.
• Familiar with Microsoft Office products (Word/Excel/Outlook); Yardi preferred.
• High School Diploma or equivalent.
• Effective written and oral communication.

Responsibilities

• Answers telephone calls and responds to resident inquiries with courteous service.
• Completes maintenance work orders and follows through to completion.
• Coordinates requests for services such as mail pickup, plant watering and pet care.
• Keeps directory of local services updated and provides information to residents.
• Manages resident event planning and coordinates with marketing for flyers and outreach.
• Operates property software (Yardi, Yieldstar, AVID) and inputs data accurately.

Skills

Customer service

Written & verbal communication

Time management

Integrity / confidentiality

Education

High School Diploma or equivalent

Tools

Yardi

Yieldstar

AVID

Microsoft Office

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.

• PTO
• paid holidays
• medical
• dental
• vision
• 401K
• disability
• life insurance
• discounted apartment (based on availability)
• monthly auto allowance
• 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 (Knowledge/Skills, Education, and Experience)

• 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

The 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 Representativeshould 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 todrive 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