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Customer Care Specialist

HICKAM COMMUNITIES LLC

Customer Care Specialist

Honolulu, HI
Full Time
Paid
  • Responsibilities

    Job Description

    Customer Care Specialists provide excellent resident relationship management and are responsible for finding solutions for customers and following through to resolution in a timely and professional manner. They are responsible to ensure the solution is acceptable, meets customer expectations, resetting customer expectations where necessary, ensuring resolution is timely and escalating to Customer Care Manager, OD, DPM, DOF or others when appropriate. They partner with the other resident facing teams to proactively identify resident needs and opportunities. They are a “boots on the ground” resource to visit homes as needed and have “kitchen talks” to diffuse issues. Develop and grow relationships with residents by understanding their housing needs and understand their goals to best meet these needs. Develop strong industry and home asset (Product) knowledge and have the ability to communicate the value of living on the installation. 

    PRIMARY RESPONSIBILITIES: 

    • Monitor SatisFacts surveys, ICE Comments, Hotlines and respond to and address customer issues for all survey types. Record and track resolution in Yardi. Work with community and maintenance management teams to resolve and follow through on issue resolution. Escalate to OD, MMs, DOFs and DPMs as appropriate. Where appropriate engage command with OD engagement. Follow up maybe in person, over the phone and via email.  
    • Support Operations Directors or Customer Care Manager on trending resident issues and providing recommendations on customer experience.  
    • Monitor, track and communicate daily with displaced families to monitor work progress, manage customer expectation. Record and track resolution in Yardi. Follow up may be in person, over the phone and via email.  
    • Provide support including customer engagement support and work monitoring for high profile work including environmental or other sensitive work on the property. Follow up may be in person, over the phone and via email.  
    • May conduct Resident Journey Touchpoints and support project by making warm calls as determined appropriate to provide enhanced service levels.

     

      

     POSITION REQUIREMENTS: 

    • High School diploma or GED required; Bachelor's degree in Business or related field preferred 
    • 1 - 3 years previous customer service and administrative experience 
    • Must have a current vehicle license in good standing and meet the driving records standards outlined in the Company Safe Vehicular Operations Policy 
    • Experience with computer systems required, including web-based applications and some Microsoft Office applications including Outlook, Word, Excel, PowerPoint or Access 
    • Ability to summarize and communicate moderately complex information in varied written formats to internal and external customers 
    • Must possess excellent telephone and oral communication skills 
    • Must be able to manage time effectively 
    • Ability to make decisions and solve problems 
    • Ability to manage multiple assignments and tasks and work under pressure 
    • Proficiency in YARDI or other similar industry software preferred

    Company Description

    Be part of something exciting. At Hickam Communities, our success is our people. We are committed to attracting, developing and retaining a strong and diverse team, supporting each person in achieving their goals. The employee experience is about respecting everyone for their contributions, rewarding success, nurturing talent and continuous employee development. Hickam Communities LLC is the preferred developer for the U.S. Air Force in Hawaii. Our award-winning team is committed to building and maintaining quality communities for more than 2,400 military families living on Hickam Field on Joint Base Pearl Harbor-Hickam. We will manage asset, property and maintenance operations and ongoing replacement and renovation through 2057. So, whether you are embarking on a new journey or a seasoned professional, we invite you to explore the opportunity to create your future with us. Learn more about our company at www.hickamcommunities.com