Customer Relations Representative

Job Responsibilities

• Deliver exceptional customer service by professionally responding to resident, guarantor, and customer inquiries and concerns via phone, email, and other communication channels regarding the Company.
• Manage and resolve Customer Relations ServiceNow tickets from receipt through resolution, including creating and updating cases, researching issues, gathering necessary information, escalating concerns when appropriate, documenting actions taken, and providing timely follow-up to customers.
• Partner with on-site leadership and property teams to investigate and resolve customer concerns in a prompt, professional, and customer-focused manner.
• Accurately document all customer interactions, inquiries, complaints, resolutions, and follow-up actions within ServiceNow to ensure complete and detailed records.
• Serve as a positive representative of the Company by promoting professionalism, empathy, and strong customer relationships through every interaction.
• Act as a liaison between residents, guarantors, property staff, Management Services, and other internal departments to facilitate effective communication and issue resolution.

Qualifications

• Education/Experience: Bachelor's degree preferred and/or equivalent combination of education and experience. 3+ years of direct experience in the Customer Service industry. Demonstrated experience in student/multi-family housing preferred.

Skills, Knowledge & Expertise

• Excellent communication skills.
• The ability to maintain composure in difficult situations.
• Strong coaching and performance management capabilities.
• A desire to make a difference and ensure customer satisfaction.

Benefits & Perks

• Benefits: Dental, Vision, 401(k) with Employer Matching, Medical & Dependent Care Flexible Spending Accounts (FSA), Life Insurance, Sick Leave, Paid Time Off, Paid Pregnancy & Childbirth Leave, Paid Paternity Leave, Health Insurance, Health Savings Account (HSA) with Employer Matching, Short-Term & Long-Term Disability.
• Perks: Preferred Membership Pricing at Local & National Companies, CoreGiving Volunteer Days, Referral Program, Charity Matching Program.