SR CUSTOMER CARE SPECIAL

GHP Management Corporation; Los Angeles (CA); On-site; USD 48,000 - 52,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) plan

Paid time off

Employee assistance program

Tuition assistance

Flexible spending accounts

Life & AD&D Insurance

Pet Insurance

Referral bonus

Job summary

GHP Management Corporation, based at Broadway Palace in Los Angeles, seeks a Senior Customer Care Specialist to lead the Resident Services team, oversee move-ins and maintenance communications, and drive a high level of resident engagement and satisfaction.

You will mentor staff, coordinate events, manage parking and keys, and ensure service-excellence standards are met across the property operations and guest relations. This role reports to the Community Manager.

Qualifications

• High school diploma or equivalent experience.
• 2-5 years of customer service management experience in property management or similar.
• Knowledge of Fair Housing preferred.
• General computer skills required.

Responsibilities

• Lead the Resident Services team by setting a service-excellence standard and inspiring the team.
• Ensure resident interactions are handled efficiently and follow up for satisfaction.
• Manage move-ins, service requests, and resident complaints with documented follow-up and resolution.
• Prepare move-in packets, access maps, keys, and verify parking assignments.
• Act as the first contact for resident inquiries and build a sense of community.
• Develop and implement quarterly events to promote customer relations and satisfaction.

Skills

Leadership

Customer-centric

Problem solving

Communication

Conflict resolution

Organization & project management

Education

High school diploma or equivalent

Job description

Job Details

Job Location: BROADWAY PALACE - LOS ANGELES, CA 90015

Salary Range: $23.00 - $25.00 Hourly

As the Senior Customer Care Specialist, you are a team builder who provides support, mentorship and direction to ensure a high level of Employee and Resident Engagement.

Your mission will be to create the greatest possible living experience. As a successful Senior Customer Care Specialist, you will demonstrate a professional and friendly personality, with an uncompromising desire to deliver an exceptional resident experience.

REPORTS TO: Community Manager

How you will contribute

Customer Service

• Provide leadership to the Resident Services department by setting a Service Excellence standard and inspiring the team to achieve it.
• Ensure all resident interactions are handled in an efficient and customer-service forward manner. Follow up with residents to confirm customer satisfaction.
• Manage all resident move-ins, service requests and in-person resident interactions, including ensuring all resident complaints are resolved, follow-up is conducted and documented (apartment ratings).
• Ensure all information, access maps, move-in packets and keys are prepared prior in advance, as well as verify function of keys and assignment of parking spots.
• Acts as first level of contact for all resident inquiries, service requests and concerns
• Creates 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

Sales and Marketing

• Develop and implement the quarterly events calendar. Attend events as necessary to promote the customer relations.
• Responsible for the property’s satisfaction score on Yelp/Google/Apartmentratings.com. and promoting a positive customer experience. Work with our residents to have them post their positive experiences.
• Responsible for internal contests to reach satisfaction reputation x scores.

Operations

• Lead by example the personnel of the Resident Services department and work with the Maintenance Managers and Assistant Manager.
• Conduct daily meetings with the Maintenance Manager to confirm all move out inspections are scheduled, walked, and ready for the soda process. Including assisting to get invoices for the sodas.
• Inspect property regularly to ensure that all common areas are clean, and amenities are in working order. Property balcony inspections weekly (logged) and units in violation are notified for corrections.
• Ensure parking assignments are complete and parking regulations are enforced.
• Assist in the lease renewal program and work with the Property Manager to creating lease renewal events ensuring that the residents see the value in renewing at The Davinci.
• Assist with completing all depositing accounting per move out; submit to the Property Manager for signature.
• Assist the Assistant Manager with ledger reviews, ledger credits, PQ notices and other overflow items from the Assistant Manager.
• Monitor all online web calls that come in through Yardi Voyager. Help close work orders in the system and complete follow up calls to insure each work order is complete to our resident’s satisfaction.
• Prepare and complete all administrative forms, files and assigned reports in a timely manner.
• Maintain knowledge of and application of GHP Management policies and procedures as well as property community policies.
• Responsible for reporting any unusual or extraordinary circumstances regarding the residents or the property to the Property Manager. Function as liaison, and work closely with Courtesy Patrol.
• Effectively communicates with residents on the status of maintenance work orders placed. Maintain follow-up logs for maintenance requests and new move-in satisfaction calls. Maintain log of both in-person and phone interactions regarding resident issues and follow-up.
• Verify refreshment supplies are stocked for the office and models

QualificationsCORE COMPETENCIES:

• Customer- Centric: Desire to deliver an exceptional resident and colleague experience in a fast-paced, high-energy environment. Personable, positive, team-oriented mindset
• Leadership: Ability to inspire and lead others to goal achievement through day-to-day interaction.
• Problem Solving: Uses logic and reasoning to identify solutions and seek alternative conclusions or approaches to problems.
• Communication - Communicates with supervisors, peers, and subordinates by providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Ability to understand basic instructions either verbal or written.
• Conflict Resolution - Has an ability to remain calm during difficult situations, resolve conflicts and negotiating with others handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Organization and Project Management - Organizes, plans, and prioritizes work. Ability to multitask, work independently, manage competing requests and priorities

Professional Requirements:

• High school diploma or equivalent experience
• 2-5 years’ experience within a customer service management capacity within Property Management and or similar role in other customer facing environments with at least 3 years of non-management customer service responsibilities.
• Knowledge of Fair Housing preferred
• General computer skills required

Physical Requirements:

• 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 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 operates computer, 10-key and other office productivity machinery.
• Constantly works in low to moderate noise levels
• Constantly works in outdoor weather conditions
• Must pass background and drug test screening

Benefits:

• 100% Employee coverage options for Medical, Dental, Vision.
• 401(k) plan with employer match
• Robust Paid Time off benefits: Vacation, Sick Days, Holidays and Personal Days.
• Employee Assistance program
• Tuition Assistance
• Dependent Care and Medical Flexible Spending Accounts
• Life & AD&D Insurance
• Pet Insurance
• Employee Exclusive Discounts
• Lucrative referral bonus program