Customer Service Representative

Job Summary

The Customer Service Representative is responsible for providing exceptional customer service to tenants, residents, and guests within a property or real estate setting. This role entails addressing inquiries, concerns, and requests promptly and professionally, ensuring high levels of satisfaction and retention. Customer Service Representatives may handle a variety of tasks, including leasing inquiries, maintenance requests, rent payments, and community events coordination. They serve as the primary point of contact for residents and visitors, fostering positive relationships and enhancing the overall living experience within the property. Additionally, Customer Service Representatives collaborate closely with property management teams to address issues, implement policies, and maintain the property's reputation and attractiveness

Job Responsibilities 1

Build and maintain positive relationships with tenants by addressing inquiries, concerns, and requests promptly and professionally.

Assist with lease inquiries, applications, renewals, and terminations, ensuring compliance with leasing policies and procedures.

Coordinate maintenance and repair requests from tenants, liaising with maintenance staff or contractors to ensure timely resolution of issues.

Process rent payments, issue receipts, and follow up on delinquent accounts to ensure timely rent collection and adherence to lease agreements.

Address tenant complaints or disputes effectively, seeking resolution through communication, negotiation, or escalation to management when necessary.

Conduct regular property inspections to identify maintenance needs, safety hazards, or violations of property rules and regulations.

Communicate important information, updates, and announcements to tenants via email, phone, or written notices to keep them informed about property-related matters.

Perform administrative duties such as maintaining tenant records, preparing lease documents, and generating reports as required by management.

Respond to emergency situations such as fires, floods, or security incidents, following established protocols to ensure the safety and security of tenants and property.

Continuously strive to improve tenant satisfaction by addressing their needs and concerns, implementing feedback mechanisms, and organizing community events or activities to enhance the living experience.

Job Responsibilities 2

Additional Responsibilities 3

Job Knowledge & Skills

Understanding of local, state, and federal regulations related to property management, including leasing laws, fair housing regulations, and Strong interpersonal and communication skills to effectively interact with tenants, residents, and guests, addressing their needs and concerns in a professional and empathetic manner.

Ability to prioritize tasks, manage time effectively, and multitask in a fast-paced environment to handle various responsibilities efficiently.

Aptitude for identifying and resolving tenant issues, complaints, or conflicts through creative problem-solving and conflict resolution techniques.

Familiarity with property management software, CRM systems, and Microsoft Office Suite to accurately record information, generate reports, and communicate effectively with tenants and management.

ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Job Experience

Minimum 5 year(s) working experience, 3 year(s) relevant working experience, 2 year (s) GCC is a plus

Competencies

Education