Overview of the role:
To deliver a seamless customer experience within the community by managing customer inquiries, complaints, and requests, conducting daily site inspections, and coordinating with internal stakeholders to ensure high service standards, customer satisfaction, and community compliance.
What you will do:
- Conduct daily site inspections and report findings with recommended corrective actions.
- Conduct on-site inspections, including evening or night shifts when required, and follow up on corrective actions.
- Monitor community facilities and common areas to ensure compliance with service standards.
- Handle customer inquiries, complaints, requests, and feedback professionally.
- Coordinate with internal departments and contractors to resolve customer issues.
- Track and follow up customer cases until closure.
- Maintain accurate customer records in CRM systems.
- Use CRM/ticketing systems to log, track and close customer requests, monitoring response times, service-level agreements and complaint resolution.
- Prepare customer experience and site inspection reports.
- Support community engagement activities and events.
- Escalate critical issues and potential risks to management.
- Monitor customer feedback trends and identify improvement opportunities.
Skills
Required Skills to be successful:
- 2–5 years of experience in community relations, residential community operations or customer service.
- Experience handling customer complaints and service requests.
- Site inspection and reporting skills.
- Customer centricity, communication, accountability, teamwork, collaboration, and attention to detail.
- Professional, articulate and customer-facing, with flexibility to support community events and resident needs.
What equips you for the role:
- Bachelor’s degree in Business Administration, Marketing, or a related field.
