Customer Relations Representative | Austin, Texas

    Summary:

    The Customer Relations Representative is responsible for responding to and resolving a wide variety of customer concerns related to our student housing communities. Other responsibilities include assisting the Operational Systems and Management Services departments in overall property and corporate administrative support. Reporting to the Customer Relations Manager, this person will assist with various Operational Systems and Management Services projects (scope of duties will vary according to the projects).


    Essential Duties and Responsibilities
    (other duties may be assigned):

    Responsibilities

    • Respond to customer concerns via phone, email, and fax
    • Manage the customer service tickets in HEAT to ensure timely completion
    • Work closely with the on-site General Managers to resolve customer issues
    • Handle irate customers in a calm, professional manner
    • Log all correspondence with residents and guarantors in HEAT
    • Communicate promptly with Regional Managers and RVP when issues of concern arise
    • Draft correspondence in response to property incidents
    • Function as a resource for corporate and property staff, answering questions regarding corporate standards, policies, and procedures
    • Assist Management Services and Operational Systems in maintaining ongoing communication with property staff through emails and other forms of communication regarding changes in policy or procedures
    • Assist with implementation and coordination of the annual customer service survey
    • Assist with training documentation as needed
    • Assist with corporate filing system as needed
    • Assist with completion of corporate Amex and personal expense reports as needed
    • Provide administrative support to the Operational Systems and Management Services departments – coordinating meetings, assisting with travel, and preparing documents as needed
    • Serve as a liaison between Management Services, property staff, and other departments

     Special Projects

    • Conference/event planning assistance and hosting customer service presentations as needed
    • Make recommendations for updates & changes to policies and procedures at the property level
    • Other projects as assigned

    ACC Obligations

    • Serve as ACC representative and liaison in all interactions
    • Communicate effectively in verbal and written correspondence with internal and external customers
    • Serve as Public Relations representative to all interested parties
    • Other duties as assigned

    Qualifications:

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Education/Experience:

    • High school diploma or GED
    • One or two years’ experience in the Customer Service industry
    • Demonstrated commitment to excellent customer satisfaction, for both internal and external customers


    Knowledge, Skills and Abilities:
     

    Knowledge of:

    • Property and corporate operational processes and strategies
    • Various job roles, both property and corporate
    • Various Microsoft office programs proficiently (including but not limited to Outlook, Excel, Word, and PowerPoint)
    Skill in:
    • Communicating effectively, both verbal and written, with internal and external customers
    • Interpersonal skills and the ability to maintain a professional demeanor under stress
    • Organizational skills to be able to multitask across various areas and efficiently prioritize tasks
    • Addressing and providing resolutions for customer service related issues

    Ability to:

    • Address inquiries or complaints from residents, prospective tenants, parents, university   or community officials, or members of management
    • Manage multiple projects while maintaining an intense level of accuracy
    • Ability to resolve or seek resolution to both simple and complex problems
    • Work in a fast paced environment
    • Motivated self-starter with hands-on approach
    • Flexible and thrive in a changing environment

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