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Customer experience specialist job

EmeritusMacomb, MI
Emeritus jobs

Company

Skills

Benefits

Job Description

Job Description Meritus Communities is one of the nation’s largest and quickest growing owner/operator of Manufactured Housing Communities (MHCs). We were founded by industry experts in 2013 dedicated to providing quality and affordable housing to tenants. Since 2013 we have purchased 14,000 sites across the US. About the position Customer Experience Specialist are the point of contact and voice of our residents, their main objective is to increase the satisfaction of our applicants and residents. They are also responsible for assisting with planning and coordinating community events and activities along with resident issues. Responsibilities Coordinate the communication of solutions to be offered to residents in regard to their issues or complaints. Provide knowledge of local area and service providers to residents to assist residents with questions they may have. Organization and development of database records, so that the office can quickly get in contact with our resident base. Establish rapport with residents and prospective residents, field community comments, suggestions and complaints and forward them to the appropriate manager. Prepare and distribute resident and community communications (i.e. rule reminders, violation notices, increase letters, community events). Perform administrative functions including answering phones, typing, copying, faxing and filing. Assist with home and site lease closings and continue to be the new resident’s point of contact after closing. This would include follow up communication led by this specialist to check in with new residents shortly after move-in. Be the voice of the resident inside of the community office and bring their point of view to other employees and management. Coordinate resident functions to increase customer experience within our residents. Act as the liaison between the resident and the community. Assist General Manager and Sales Manager with other duties. Other duties as assigned. Qualifications High school diploma or GED Minimum 2 years customer service experience Strong customer service skills Excellent telephone skills Good problem-solving skills Professional appearance Strong sales skills a plus Intermediate to advanced computer proficiency with the ability to use Microsoft Office Suite, e-mail, and the internet. Property management office experience, a plus. Personal characteristics Team oriented with an exceptionally strong work ethic and outstanding interpersonal skills Demonstrated analytical and organizational skills, problem solving abilities, and attention to detail Poised and polished professional with excellent oral and written communication skills Strong judgement and decision-making skills Compensation Competitive salary, bonus, and excellent benefits package including Medical, Dental, Vision, Life, Disability, FSA and 401(K) EOE

TASKS

  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

SKILLS

  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • SpeakingTalking to others to convey information effectively.
  • Critical ThinkingUsing logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

KNOWLEDGE

  • ClericalKnowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Computers and ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Health InsuranceDental Insurance
Life Insurance401K Plan
Disability InsuranceFlexible Spending Account (FSA)

Emeritus

Type

Company - Public

Size

Large

Location

3131 Elliott Ave. Ste. 500Seattle, WA, 98121

Industry

Healthcare

Founded

1993

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