Customer Service Advisor
ABOUT GREYSTAR
Greystar is a leading, fully integrated global real estate company offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing, logistics, and life sciences sectors. Headquartered in Charleston, South Carolina, Greystar manages and operates more than $290 billion of real estate in 247 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, manages more than 857,400 units/beds globally, and has a robust institutional investment management platform comprised of more than $76 billion of assets under management, including over $34 billion of development assets. 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
To be the first point of contact with our customers, colleagues, clients and suppliers ensuring a prompt, professional and efficient service, in terms of face-to-face, initial telephone call or email enquiries.
To accurately record requests for service, deal with general customer queries and advice, incoming mail and access control.
To effectively promote and deal with sales enquiries for the site, to assist in achieving targets.
To carry out administration duties as required and support the site team
JOB DESCRIPTION
RESPONSIBILITIES, DUTIES AND TASKS
- Greet and welcome internal customers, visitors, contractors and clients at reception.
- Work closely with the site team providing a one stop seamless service to all tenants, visitors and staff
- Respond to all enquires in a courteous and professional manner at all times providing information and advice when required.
- Deal with repairs requests, ensuring key information is sort, and ensuring good communication with the customers at all times.
- Assist in maintaining the security of the property through allocation of keys and the electronic fob access system.
- Proactively handle new enquiries and encourage sales, by way of viewings, and follow ups.
- Work as part of the team to coordinate and promote the social engagement programme.
- To provide admin support for the Purchase order system including chasing contractors and suppliers for invoices.
- Arrears management
- To receive and sort daily post, parcels and deliveries.
- To provide administrative and clerical support.
- To ensure the reception area is always kept tidy and presentable.
- To archive site files and log historic data on the system.
- To have a thorough knowledge of the property, its layout, services provided, its policies and procedures and its key personnel.
- To help the rest of site team in keeping the site clean, tidy and well presented at all times.
- Attend any training courses where necessary for professional development.
- Work as part of the team to ensure targets and Key Performance Indicators are met.
GENERAL DUTIES
To maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities.
To undertake such other duties, training and/or hours of work as may be reasonably required, and which are consistent with the general level of responsibility of this job, whether that be on-the-job training, in-house training or external training courses.
To undertake health and safety duties commensurate with the post and as detailed in the Company’s Health and Safety Policy.
To act as an ambassador of the Company and promote the company brand; displaying a positive image to customers and members of the public at all times.
EXPERIENCE/KNOWLEDGE: It is essential that the postholder has:
- Strong understanding of what constitutes excellent customer service.
- To be able to use and act on own initiative without instruction or direction.
- Able to work accurately and effectively under pressure
- Analytical and problem-solving skills.
- Good verbal and written communication
- Fluent english is a must
It is desirable (but not essential) that the postholder has:
- A good understanding of Facilities Management, compliance and legislative requirements.
- A sound understanding of regulatory guidelines.
- Experience in debt management processes.
- Russian
SKILLS AND ABILITIES: It is essential that the postholder has:
- Resourcefulness
- Ability to prioritise tasks with conflicting deadlines
- Ability to multi task
- Ability to positively communicate in difficult or contentious situations
- Ability to develop and maintain strong relationships with internal and external customers
- Ability to diagnose and resolve problems quickly
- Excellent IT skills
- Excellent attention to detail
- Excellent organisational skills
- Strong team working skills
- Flexible approach and a ‘can do’ attitude
- Patient approach to dealing with customers