Responsibilities

POSITION SUMMARY
The Customer Care Specialist is responsible for responding to customer inquiries specifically related to resident concerns and the resident portal. The role of the Customer Care Specialist is to be an outlet for on-site residents who need assistance regarding their on-site Essex experience and to escalate resident issues to the next level in Operations. Other ticketing management may be assigned.

RESPONSIBILITIES
Essential job functions include the following:
Respond to resident and on-site associate calls and emails in a timely manner
Escalate resident issues to the appropriate level in Operations
Escalate high-risk issues to the appropriate personnel in the organization
Liaise with Communications and Social Media/Reputation management to provide business and resident insights
Keep accurate, detailed record of customer interaction in Yardi memos and in the Customer Care log
Understand the principles around confidentiality, Personal Identifiable Information (PII), and Fair Housing
Support Speak Up, fielding submissions to the relevant areas within Essex
Support RentCafé resident portal, troubleshooting and fielding submissions
Support Contact Center application, updating and editing back end information
Contribute to monthly Customer Care and Speak Up reports and share business insights
Develop a strong understanding of multi-family regulations, as well as Essex best practices, policies, and procedures
Other duties and special projects as assigned by supervisor

QUALIFICATIONS
Education: Bachelor’s Degree
Experience: 3+ years in a customer support or customer-facing role
Multi-family experience a plus

SKILLS:
Exceptional customer service skills
Excellent verbal and written communications skills
Attention to detail and impeccable follow-through
Strong analytical and organizational skills
Deep experience in Microsoft Word, Excel, PowerPoint, and Outlook
Must be able to function effectively in a fast-paced environment
Positive, personable, outgoing individual, able to exhibit empathy while remaining professional
Team player and collaborator, with a belief in the importance of transparency and communication
Strong can-do attitude; ability to pivot as needed
Takes ownership and initiative to resolve issues


Essex offers a comprehensive benefits package that reflects how much we value our associates and their families:

For regular full-time associates regularly scheduled to work at least thirty (30) hours per week:
• Medical, Dental, Pre-tax flex plan, Basic life insurance, Supplemental life, Short- and long-term disability, Accidental death insurance plans.

For part-time and full-time associates:
• Employer-matching 401(k) plan that offers financial planning and independent brokerage services.
• Wellness Program, 24-hour Employee Assistance, Service awards and Paid time-off.