Customer Care Representative - CMS

Position Summary:

The Customer Care Representative is responsible for assisting customers with challenges, escalated concerns and questions while proposing appropriate solutions and answers. This role will project the organization’s image professionally through telephone interaction and will support all properties within the Irvine Company Apartment Communities portfolio.

Job Duties:

• Promotes positive, proactive customer interactions to make their Irvine Company experience of the highest quality.
• Handles incoming requests from customers by phone, e-mail, on-line or chat and responds and follows up with their inquiries or requests. 
• Handles and assists in achieving a resolution to customer and employee concerns.
• Identifies and escalates priority issues to the proper departments in a timely manner.
• Documents and tracks escalated concerns until resolution is reached.
• Communicates in a calm and objective manner while assisting with concerns. 
• Follow up on customer and employee inquiries in a timely manner (typically within 24 hours).
• Handle incoming maintenance requests by phone.
• Assist with responding to customer reviews to support the company's reputation management process. 
• Utilizes resources and keeps up to date on policies and processes to provide accurate and detailed information on our apartment communities. 
• Demonstrates initiative in being proactive and providing resolutions when presenting a concern.
• Directs unresolved issues and requests to the appropriate designated resource
• Provides support to other centralized departments. 
• Displays a high level of integrity and professionalism at all times in dealing with residents, employees and outside contacts.
• Maintains company’s customer service and sales standards.

Minimum Qualifications / Other Expectations:

Education:

• High School Diploma or equivalent work experience

Experience:

• One to three years experience in customer service environment preferred
• Previous onsite apartment leasing, property management and administrative processes experience preferred. 

Knowledge, Skills and Abilities:

• Bi-lingual [Spanish, Korean, Farsi, and/or Chinese] - preferred
• Superior customer service skills and a desire to help people
• Excellent written and oral communication and interpersonal skills
• Ability to communicate clearly and effectively in English, both verbally and in writing.  Multilingual ability a plus
• Ability to work corporate schedule Monday-Friday