Customer Service Associate

Job Description Summary

Works as part of a team to provide day-to-day management of the property and its community, including marketing, building maintenance and tenancy administration, promoting an excellent resident experience to achieve occupancy and retention goals.

Key Role Responsibilities

• Support and respect other team members to deliver exceptional resident living.
• Deliver all aspects of customer service, including a comprehensive front of house service anticipating and exceeding resident expectations.
• Respond positively to customer queries and complaints, identifying and undertaking appropriate action in line with Greystar's complaints procedure.
• Support events and activities within the community.
• Establish and maintain relationships with university clients.
• Develop and maintain local knowledge and information resources relevant to resident needs (travel, entertainment, amenities).
• Complete administrative tasks: logging of maintenance requests, filing and preparing notices, updating databases.
• Undertake marketing activities such as attending open days and leafleting to promote the property.
• Carry out sales and leasing activities, including viewings, following up on enquiries and sales conversions.
• Assist with summer community preparations, including move in and move out processes.
• Complete health and safety compliance activities in line with the company's policies and procedures.
• Participate where required in an on call roster to provide out of hours emergency support for the community.
• Chase outstanding rent arrears following rent collection procedures to meet property targets.
• Promote tenancy extensions and other revenue streams such as vending.
• Raise purchase orders in accordance with procedures.
• Ensure tenant refunds are completed in a timely manner and in line with Greystar's policy.
• Look to maximise efficiency of utilities.

Qualifications

• Good level of general education.
• Proficient in Microsoft Office (Word, Excel, Outlook) and other systems such as databases or booking systems (training provided).
• Knowledge and understanding of UK Health and Safety requirements and legislation.
• Excellent customer service skills and significant experience in a customer facing service delivery role.
• Good team player with strong relationship building and influencing skills.
• Ability to act autonomously, taking decisions and/or action when required.
• Fluent in written and spoken English.
• Excellent organisational skills with the ability to multi task and prioritise.
• Numerical skills necessary to complete the above activities.
• Self and culturally aware; able to adapt relationship building, communications and negotiation skills to suit audience.
• Flexible and adaptable to a changing environment.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.