Customer Service Coordinator

Description of Responsibilities:

Customer Relations:

• Provide customers with a Class A service experience with every interaction.
• Develop and maintain positive customer relations by creating and sustaining good will and by providing consistently responsive quality service.
• Maintain Amenity Areas use, such as Customer Conference Room Reservations and set up and prepare License Agreements for Atrium use.
• Monitor signs of customer “health” (i.e. through move-ins, move-outs, customer notices, etc.)
• Assist Property Management staff with the planning and implementation of periodic customer events.
• Coordinate special customer and vendor mailings such as holiday cards and other customer notifications, including customer anniversaries, monthly calendars, and reminders of scheduled events.
• Prepare new customer packages, welcome letters, and assist with move-in / move-out process.

Administrative Duties:

• Ensures phones are answered in a friendly, professional manner; taking messages or forwarding calls as necessary, but answering requests directly whenever possible.
• Perform general reception duties – greet walk-in customers, visitors, vendors, and contractors; handle their needs and direct them to the appropriate staff.
• Assist with correspondence and customer emails or mailings.
• Ensure proper operations of the phones and internet systems (call forwarding or IT helpdesk)
• Perform clerical tasks for staff as needed; including mail and packages protocol, ordering office supplies, stocking management office refreshments each night.
• Maintain customer and administrative filing system and ensures all documents are properly and promptly filed.
• Provide Administrative support to Property Management staff and Engineers, such as assisting with customer bill backs, ordering signage, obtaining vendor set up and ACH information, etc.
• Assist the Property Manager in implementing The Cuz Way Property Management Manual.
• Receive all incoming service requests and dispatch to the appropriate personnel, monitor for recurring issues or trends, run monthly reports and update staff on findings.
• Update and maintain the Yardi Work Order System, Building Website, ETS Mass Email Notification System, Concierge Conference Room Reservation System.
• Be familiar with building emergency procedures manual to be able to direct customers during emergency situations.
• Coordinate with security to provide building access for contractors, including daily log.
• Manage and maintain vendor and Customer Certificates of Insurance via Jones System and Excel.
• Maintain movie ticket fund and distribute movie to customers.

Required Knowledge, Skills and Abilities:

• High school diploma required or GED is required; Bachelor’s degree preferred.
• A minimum of two years of experience in customer service is required.
• Real estate experience preferred.
• Must possess strong interpersonal skills and an ability to work and communicate effectively with all levels of operations.
• Must have excellent organizational and problem-solving skills (define problems, collect data, establish facts, and draw valid conclusions.)
• Must manage time and multiple projects efficiently and achieve required results.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) is required.
• Yardi experience preferred.
• Must be able to speak, read, write, and understand English.
• Responsiveness - Need to perform responsibilities with an acute sense of urgency to meet others' needs; respond to solve problems; and accept various tasks associated with this position.
• Integrity - Demonstrate sound business ethics; consistently comply with organizational values; protect confidential information.
• Customer Service – Demonstrate optimum customer service delivery while performing all job functions.
• Communication - Able to clearly express ideas; present verbal information straightforwardly; ask questions to open communication channels; listen to understand perspective.