Customer Service Manager

Customer Service Meanager

Reports to: Property Manager

Job Responsibilities: Responsible for insuring the efficient operation of the Resident Services Office under the direction of the Property Manager. Responsible for initiating and maintaining a positive resident experience, the experience starts after the leasing process and is sustained throughout the resident tenancy.

Essential Duties and Responsibilities include the following, but are not limited to the job specifications contained herein.

• Responsible for managing the personnel of the Resident Services office and work with the Maintenance Supervisor. The CSM will have a direct working relationship with the Bookeeper/accountant to resolve any billing or collection issues to ensure the resident experience is seamless and smooth.

• Responsible to lead through example and ensures all resident interactions are handled in an efficient and customer service friendly manner. This includes move-ins, phone calls (non-leasing) to the Resident Services Department, service requests and in person resident interactions. CSM will ensure that all resident criticism/complaints are resolved and follow-up is conducted and documented (apartment ratings).

• Through daily meetings with Maintenance Supervisor, ensures that all move-ins are market ready and meet the company standards. Works closely with the RSO office to ensure all lease preparations are prepared and printed in advance of the move-in date and that all paperwork has been signed and approved in advance. Resident Services should have all information, access maps, move-in packets and keys prepared in advance as well as checking the keys and parking spots assigned. CSM makes certain that the resident services physically takes all move-ins to their parking spot(s) and ensures that the resident are walked to their new home as well as conducting the property unit inspection.

• Responsible to regularly inspect the property to ensure that all common areas are clean and all amenities are in working order. Property balcony inspections will be conducted once per week (logged) and violation units will need to be notified for corrections.

• Responsible for insuring efficient and courteous response to all resident requests.

• Responsible for screening, interviewing and hiring of any potential employee related to Resident Services personnel to give outstanding customer service. CSM will administer corrective action plans including verbal, written warnings and ultimate recommendations to terminate personnel not meeting the standards necessary to administer outstanding customer service.

• Assigns and administers work schedules that meet the customer's needs including the needs to have the property cleaned and properly maintained prior to opening and through closing time (with PM and Maintenance Supervisor)

• The CSM is responsible for the lease renewal program and work with the Property Manager on creating lease renewal events ensuring that the residents see the value in renewing at The Medici. CSM will earn commissions form the property lease renewal plan

• Responsible to work with the property events coordinator in developing and implanting the monthly events calendar. The CSM will attend events as necessary to promote the customer relations of The Medici.

• Responsible for the properties satisfaction score on Apartmentratings.com. CSM will respond to all negative posts on behalf of management. CSM will promote a positive customer experience and work with our residents to have them post their positive experiences.

• CSM will oversee and maintain The Medici live interactive portal. He/She will use medicilive, email, phone and in person opportunities to communicate with our residents on a daily basis.

• CSM will ensure that proper logs are kept on all resident communication and that all communication and resident service requests are followed up on with the resident to confirm customer satisfaction.

• Responsible for the inventory and ordering of all necessary administrative supplies and equipment for the RSO office.

• Responsible for insuring a professional appearance and manner for oneself at all times

• Responsible for the knowledge and administration of move-ins, follow-up calls, Resident events, guest suite rentals and amenity rentals.

• Responsible for the knowledge and administration of GHP Management policies and procedures and property community policies.

• Responsible for the efficient and timely reporting, maintenance and submission of all administrative forms, files and assigned reports.

• Responsible for reporting any unusual or extraordinary circumstances regarding the residents or the property to the Property manager.

• Creates and maintains follow-up logs for both maintenance requests and new move-in satisfaction calls. Maintains logs for resident interaction in person and via phone for resident issues and follow-up

• And other duties as assigned