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Customer Service
Office Hours: 9:00am-5:30pm
Start Date: October 1st, 2023
Key Results Area
Objective: To assist and support the EJF Rentals. Including the execution of customer service activities to maintain and enhance the overall experience of each EJF resident and client, tracking of performance metrics tied to those activities, and delivery of accurate financial reporting derived from each activity.
Focus Area #1 – Respond to all incoming requests for information.
· Manage customer service phone line and manage customer inquiries
· Respond to questions quickly in alignment with company expectations
· Look for opportunities to personalize a service experience for residents.
· Submit weekly report and provide context during L10 meetings
· Manage rentals@ inbox and respond to inquiries by email
· Work with all staff members to respond to resident inquiries in a timely manner to avoid escalations
· Manage online reviews and work with team to form responses appropriately
Focus Area #2 – Provide exceptional levels of customer service to our team of vendors, clients, and residents.
? Promote positive resident relations with exceptional customer service
? Resolve resident issues and conflicts in a timely manner and in accordance with team standards and performance metrics
? Handle all phone calls with high levels of professionalism and courtesy
? Follow-up on requests in a timely manner
? Find efficient and effective ways to improve current procedures
? Review and recommend updates of property management software
Focus Area #3 – Be a team player and follow company policies as outlined in the employee handbook.
? Report to work and leave work at scheduled daily times.
? Keep in constant communication with the team.
? Attend meetings as required
? Assist other team members during busy times
Focus Area #4 – Manage the delivery of a 5-Star Experience for every EJF resident and client.
Performance Standards:
? Understand, support, and embody the client and resident experience vision and brand promise for EJF Rentals.
? Look for opportunities to personalize a service experience for residents.
? Work with all staff members to respond to resident inquiries in a timely manner to avoid escalations
APPLY FOR THIS JOB:
Company: Complete Pair
Name: Christine Ledesma
Email: