Temporary Customer Relations Representative | Austin, Texas

Summary:

The Customer Service Representative is responsible for responding to and resolving a wide variety of customer concerns related to our student housing communities and will assist the Operational Systems and Management Services departments in overall property and corporate customer service initiatives. Reports to the Customer Relations Manager. Must be a motivated self-starter with a hands-on approach who is flexible and adaptive in an ever- changing environment.

Critical Duties:

  • Respond to customer concerns via phone, email, fax, and social media.
  • Communicate effectively in verbal and written correspondence with internal and external customers.
  • Manage the customer service tickets and communication logs in Service Desk to ensure timely completion within expected SLAs.
  • Collaborate with on-site Operations staff to resolve customer issues and communicate promptly with Regional Managers and Regional VPs to inform and escalate concerns
  • Handle irate customers in a calm, professional manner.
  • Log all correspondence in Service Desk.
Essential Duties and Responsibilities (other duties may be assigned):
  • Draft correspondence in response to property incidents.
  • Function as a resource for corporate and property staff by answering inquiries about 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 in creating resources or training materials for the properties
  • Serve as a liaison between Management Services, property staff, and other departments.
  • Collaborate/Assist with the Digital Marketing team.
  • Make recommendations to introduce new/upload standards, policies and procedures to optimize customer experience.
  • Serve as ACC representative and liaison in all interactions.
  • Assist with Public Relations and media responses when necessary.
  • Assist with Crisis Response when necessary
  • Follow ACC communication procedures, guidelines and policies.
  • Other projects as assigned.
  • The core of American Campus culture involves everyone being fully invested in everything that we do down to picking up the smallest piece of trash. No matter their position or duration at any given property, everyone picks up trash.

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 minimum 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.
  • Minimum two years of experience in the Customer Service industry.
  • Demonstrated commitment to excellent customer satisfaction, for both internal and external customers.
Knowledge, Skills and Abilities: 

Knowledge in:
  • Property and corporate operational processes and strategies.
  • Various job roles - both property and corporate.
  • Use of various Microsoft Office Suite programs proficiently.(including, but not limited to, Outlook, Excel, Word, and PowerPoint).
  • Social Media sites including but not limited to: Twitter, Facebook, Google, Instagram and Yelp.

 Skill in:

  • Communicating effectively, both verbal and written, with internal and external customers.
  • Maintaining a professional demeanor under stress.
  • Multitasking across various areas and efficiently prioritizing tasks.
  • Addressing and providing resolutions for customer service related issues.

 Ability to:

  • Handle irate customers in a calm, professional manner.
  • Address inquiries or complaints from residents, prospective tenants, parents, university or community officials and members of management in a timely and professional manner.
  • Manage multiple projects while maintaining an intense level of accuracy.
  • Demonstrate initiative to add value and evolve processes and solutions.
  • Resolve or seek resolution to both simple and complex problems.
  • Work independently in a fast-paced environment and prioritize tasks.

Certificates & Licenses:
N/A

Supervisory Responsibilities:

N/A

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work:
This is a full-time position. The normal operating hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. CST Hours of work may change based upon the needs of the business.

Other Duties:
Please not this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Employee signature below constitutes employee’s understanding of the requirements, essential functions and duties of the position.

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