Position Summary:

SCHEDULE:

• Monday - Friday
• Weekends off

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.
• Follows up on customer and employee inquiries in a timely manner (typically within 24 hours).
• 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.
• Other duties as assigned.

Minimum Qualifications / Other Expectations:

• High School Diploma or equivalent work experience
• One to three years experience in customer service environment preferred
• Previous onsite apartment leasing, property management and administrative processes experience preferred.
• 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
• Direction is provided for assignments in terms of desired outcomes (goals), timing and budget. Work is reviewed/measured in terms of meeting organizational objectives
• Ability to communicate clearly and effectively in English, both verbally and in writing. Multilingual ability a plus