Customer Care Agent - Full Time

Job Summary: Works closely with the Residential Manager or Assistant Residential Manager to assist with daily office operations. Assist staff with leasing vacant and future apartment units by maintaining an active face-to-face, telephone and online presence with potential and current customers. This is an entry-level position for a property management career.

ESSENTIAL DUTIES: 

Daily Activities:

 

●     Provide exceptional customer service experience to current residents, including but not limited to:

○     Greeting callers/visitors to the rental office

○     Managing e-mail and other virtual communications platforms

○     Inputting maintenance requests and following up on service

○     Filing and organizing documents 

○     Creating and maintaining spreadsheets; analyzing data

○     Refilling coffee/snack station

○     Accepting and logging tenant packages

○     Delivering resident notices

○     Ensuring Residents receive follow ups to their maintenance/pest control requests and package deliveries

○     Create and disseminate monthly resident newsletters

 

●     Accounting:

○     Accurately billing residents for PG&E usage and following up on delinquency

○     As needed, assist with coding invoices

○     Manage budget related to marketing and retention efforts

 

●     Leasing Activities: Participate in all aspects of the leasing process, including but not limited to:

○     Preparing lease documents, understanding and communicating the Davis Model Lease & Addendums to new lease signers

○     Creatively and persistently advertising for vacant apartments

○     Assisting in marketing activities including Housing Day and Dorm Presentations

○      Maintaining an extensive real-time lead-tracking system

○     Conducting tours of vacant and model units

○     Closing leads

○     Ensuring leasing documentation for prospective and current residents is complete and accurate

○     Moving in new residents, and moving out non-renewing residents

●     Social Media Activities:

○     Build an active student community of potential and current residents online by constant interaction through social media tools, such as Facebook & Instagram

○     Maintain and build an active community of potential and current residents online by constant interaction through social media channels approved by Tandem’s Marketing Director

○     Craft posts appropriate for multiple online formats (blogs, Facebook, Instagram, Twitter, etc.) as needed.

○     Work with Tandem’s Social Media Coordinator to develop and support online advertising, branding and SEO focused campaigns for both the property and Tandem

○     Must be able to maintain professionalism on social platforms and appropriately apply Tandem’s brand guidelines to all posts.

○     Photograph, film, compile, and edit videos/marketing materials for property social media accounts

○     Track social media traffic statistics then post and promote materials accordingly for maximum engagement

 

 

●     Resident Relations Activities:

○     Promote resident lease renewals by creating marketing retention programs & events

○     Work closely with office and maintenance staff and perform other duties as may be required

○     Create and analyze surveys for resident feedback, compile data and adjust programming accordingly (resident needs and preferences change yearly)

○     Comfortable with conflict management and de-escalating, able to refer residents to appropriate upper management if needed

 

●     Specialty Training:

○     Training other Customer Care Agents on how to tour, close, and utilize leasing tools

○     Staying up to date on Social Media related tools and changes to be able to train other Customer Care Agents

○     Serve as an assistant to Tandem’s Social Media Coordinator on logistics of changes (e.g. IGTV, Promotion capabilities)

○     Able to assist with varied specialty projects as needed by Tandem directors

○     Design, curate, and/or create content for Tandem corporate social media accounts

○     Adobe is often the pilot property, be prepared to learn new programs and train sister sites on usage, as well as be follow up tech support

 

REQUIREMENTS:

1. Education: High School Diploma; some college coursework preferred

2. Experience: 1 year work experience; property management experience a plus

3. Competencies: • Must speak and write English with proficiency • Must have good sales and communications skills • Must pay attention to detail • Must have computer proficiency with Microsoft Word/Excel, Mac OS, etc. • Must be skilled with online social media tools such as Facebook and Instagram • Must have good interpersonal skills and a customer service orientation • Yardi/RentCafe experience a plus • Familiar with or ability to learn iMovie, Canva, Ripl, and other media editing platforms

4. Other Requirements • Must have valid California driver’s license • Must have current automobile insurance • Must be able to work Saturdays and some evening hours required