RESIDENT RELATIONS SPECIALIST
Summary: The Resident Relations Specialist acts as the corporate escalation support liaison for incoming customer service challenges. They work to elevate and maintain SPRs resident satisfaction by partnering with onsite teams to streamline the customer service resolution process, and to support the SPR brand service standard.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Manage the SPR Info Line; act as the first point of resident contact to acknowledge inquiry, field to most appropriate personnel to assist the resident, clarify and confirm policy and procedure questions if applicable, and partner with site and regional leadership teams in resolution of high-level escalated issues.
Work within Zendesk ticketing system to track, asses and field resident needs and challenges for resolution; accountable for documenting final resolution details to close tickets.
Produce enhanced monthly reporting for customer service tickets to analyze resident issues by volume, type, region and community and provide recommendations.
Support ongoing resident survey program; assess reporting and create a monthly actionable recommendation process and protocol.
Monitor property and brand social media channels for Customer Service requests; alert teams of unanswered messages and comments in need of property level contact on Facebook and Twitter.
Respond to all BBB inquiries; set up and maintain business listing.
Actively participate in weekly team and monthly leadership meetings; Present findings.
Contribute to upcoming Customer Service initiatives, support delivery to onsite teams.
Assist in posting online responses for 4/5-star reviews; backup support for Reputation Manager.
High school diploma or general education degree (GED) and one to three years of Customer Service-related experience and/or training; or equivalent combination of education and experience. Multifamily onsite property management experience highly preferred.
To perform the job successfully, an individual should demonstrate the following competencies:
Customer Service – Responds promptly to customer needs, requests for service and assistance; Identifies potentially negative situations and incorporates advocacy or applies conflict resolution principles to mitigate issues.
Interpersonal- Maintains confidentiality and uses discretion when handling sensitive information.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification.
Written Communication - Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information.
We are an Equal Opportunity Employer.
- Pay Type Hourly
- 701 5th Ave, Seattle, WA 98104, USA