The Michaels Organization
Customer Service Representative
The Michaels Organization, San Diego, California, United States, 92189
Overview
The Michaels Organization is a national leader in residential real estate offering full-service capabilities in development, property management, construction, and investment. The Customer Service Representative (CSR) serves as the first line of customer service for residents and guests. The CSR provides information, resolves emerging problems, and answers questions with accuracy and efficiency. The goal is to ensure excellent service standards and maintain high customer satisfaction. The CSR remains current on and compliant with policies and laws affecting operations of the property, including the Landlord Tenant code, Fair Housing laws, and other applicable laws. The CSR performs a variety of administrative and office support activities and may perform other duties as requested by the supervisor. Responsibilities
Provide excellent customer service at all times. Receive and respond to a high volume of inquiries from residents, vendors, team members, and guests. Use various means of communication to interact with residents and handle customer service issues. Answer all phone calls promptly and professionally. Identify and assess resident needs to achieve satisfaction. Confirm and schedule appointments as necessary. Receive and enter resident service requests in the company database, and relay information to or from work crews and supervisors. Be familiar and have a good working knowledge of company policies, products, and services to better serve residents. Obtain and evaluate all relevant information to handle product and service inquiries. Ensure complete and accurate capture, data entry, and maintenance of resident information. Maintain records of resident interactions, details of inquiries, comments, complaints, and actions taken. Alert managers/supervisors quickly to significant resident issues and concerns. Effectively communicate issues, problems, ideas, concerns and information on work progress verbally and in writing. Review files, records, and other documents to obtain information for responding to requests. Compile and generate reports. Copy, sort, and file records. Qualifications
Required Experience: Minimum 1 year administrative experience. Proficient in all Microsoft Office programs and the on-site rental system as applicable to job responsibilities. Education and Training
High School Diploma or GED. All specific certifications required by law. Must pass drug test screening. Must successfully complete all required courses, classes, and training provided by MMS. Skills and Abilities
Action and results-oriented; resourceful, creative, and decisive. Strong customer service, communication, and interpersonal skills. Excellent organization skills; ability to work independently and as part of a team. Ability to work in a fast-paced, customer service-oriented environment and meet deadlines. Ability to work with sensitive information and maintain confidentiality. Ability to prioritize and manage daily workload; follow directives with minimal supervision. Strong problem-solving abilities and professional demeanor when handling complaints or difficult situations. Maintain a pleasant, patient, and friendly attitude and a strong attention to detail. Working Conditions
Must be able to work 40 hours per week, including evenings; occasional overtime may be required. Requires routine sitting and walking. Must be able and eligible to drive a company vehicle. Compensation and Benefits
The salary range and benefits information reflect the targeted base salary for the position. Individual pay is determined by location and factors such as job-related skills, experience, and education or training. Benefits include medical, dental, vision, prescription coverage, paid time off, a 401(k) plan with company match, and additional programs, including the Michaels Employee Scholarship Program. Company Culture
Michaels teammates make a difference in the lives of residents, colleagues, and communities. We offer professional development opportunities and a welcoming, collaborative culture.
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The Michaels Organization is a national leader in residential real estate offering full-service capabilities in development, property management, construction, and investment. The Customer Service Representative (CSR) serves as the first line of customer service for residents and guests. The CSR provides information, resolves emerging problems, and answers questions with accuracy and efficiency. The goal is to ensure excellent service standards and maintain high customer satisfaction. The CSR remains current on and compliant with policies and laws affecting operations of the property, including the Landlord Tenant code, Fair Housing laws, and other applicable laws. The CSR performs a variety of administrative and office support activities and may perform other duties as requested by the supervisor. Responsibilities
Provide excellent customer service at all times. Receive and respond to a high volume of inquiries from residents, vendors, team members, and guests. Use various means of communication to interact with residents and handle customer service issues. Answer all phone calls promptly and professionally. Identify and assess resident needs to achieve satisfaction. Confirm and schedule appointments as necessary. Receive and enter resident service requests in the company database, and relay information to or from work crews and supervisors. Be familiar and have a good working knowledge of company policies, products, and services to better serve residents. Obtain and evaluate all relevant information to handle product and service inquiries. Ensure complete and accurate capture, data entry, and maintenance of resident information. Maintain records of resident interactions, details of inquiries, comments, complaints, and actions taken. Alert managers/supervisors quickly to significant resident issues and concerns. Effectively communicate issues, problems, ideas, concerns and information on work progress verbally and in writing. Review files, records, and other documents to obtain information for responding to requests. Compile and generate reports. Copy, sort, and file records. Qualifications
Required Experience: Minimum 1 year administrative experience. Proficient in all Microsoft Office programs and the on-site rental system as applicable to job responsibilities. Education and Training
High School Diploma or GED. All specific certifications required by law. Must pass drug test screening. Must successfully complete all required courses, classes, and training provided by MMS. Skills and Abilities
Action and results-oriented; resourceful, creative, and decisive. Strong customer service, communication, and interpersonal skills. Excellent organization skills; ability to work independently and as part of a team. Ability to work in a fast-paced, customer service-oriented environment and meet deadlines. Ability to work with sensitive information and maintain confidentiality. Ability to prioritize and manage daily workload; follow directives with minimal supervision. Strong problem-solving abilities and professional demeanor when handling complaints or difficult situations. Maintain a pleasant, patient, and friendly attitude and a strong attention to detail. Working Conditions
Must be able to work 40 hours per week, including evenings; occasional overtime may be required. Requires routine sitting and walking. Must be able and eligible to drive a company vehicle. Compensation and Benefits
The salary range and benefits information reflect the targeted base salary for the position. Individual pay is determined by location and factors such as job-related skills, experience, and education or training. Benefits include medical, dental, vision, prescription coverage, paid time off, a 401(k) plan with company match, and additional programs, including the Michaels Employee Scholarship Program. Company Culture
Michaels teammates make a difference in the lives of residents, colleagues, and communities. We offer professional development opportunities and a welcoming, collaborative culture.
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