Customer Service Manager - Nights

ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $350 billion of real estate in more than 260 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing over one million units/beds globally. Across its platforms, Greystar has nearly $79 billion of assets under management, including over $34 billion of development assets and over $36.5 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARY

The Customer Service Manager supports in the delivery of the day-to-day resident experience objectives of the property in order to achieve occupancy and retention goals. Leading the team by example you will contribute towards building a vibrant, safe and welcoming community our residents enjoy being part of.

JOB DESCRIPTION

Key Role Responsibilities

• Acts as a role model at all times by demonstrating the core values
• Leads weekend shifts
• Monitors and proactively promotes and encourages engagement with resident services, activities and planned or informal events
• Actively seeks interaction and contact with residents to proactively seek to improve service delivery or make recommendations for improvement to service delivery.
• Promotes resident satisfaction and retention by ensuring a timely response to questions, requests and complaints and taking appropriate action to resolve and address service issues.  
• Investigates and proactively identifies solutions to address resident queries or concerns whether straightforward or complex
• Manages and co-ordinates updates to community social media networks
• Keep in touch with trends in social media marketing and appropriately apply that knowledge where applicable.
• Develops and maintains local knowledge and information resources relevant to resident needs i.e. travel, entertainment and amenities.
• Contributes insights/management information from the property to the wider management team on the resident service experience
• Monitors external and competitor customer experience developments
• Undertakes marketing activities as requested to promote the property.
• Works as part of the management team to manage the tasks and activities to achieve new and renewal leasing and occupancy targets
• Develops capability of Team Members in order to meet key performance goals and future succession requirements.
• Contributes to the development and improvement of policies and procedures
• Assists the Community Manager to ensure the property meets necessary Health and Safety requirements, completing compliance activities in line with the Company’s policies and procedures.
• Participates where required in an on call roster to provide out of hours emergency support for the Community.

Role Scope
 

• Property specific details to be added

Key Relationships

• Community Managers and Community Teams.
• Sales & Marketing, Regional Operations Managers, Investors & Portfolio Management Team.
• Corporate Support Teams including HR, Finance, Systems & Capital Projects.

Knowledge & Qualifications

• Good level of general education
• Proficient in the use of Microsoft Office packages including Word, Excel and Outlook.
• Proficiency in using property operations systems. Training will however, be provided.

Important Notice: Greystar will never request your banking details or other sensitive personal information during the interview process. Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com). If you receive suspicious requests, please report them immediately to [email protected].