Customer Relations Advisor

Job Summary

Are you customer focused, have a passion for people, and like to have fun? Camden’s Customer Relations Advisors are responsible for assisting current and potential residents at Camden communities across the country. They are strong minded individuals who help provide Living Excellence by responding to requests for leasing information, service requests, and any other community related questions. Our advisors have excellent communication skills, think outside of the box, go the extra mile, and have the ability to create connections and lasting impressions. They are experts in customer service who are able to understand and anticipate our customers’ needs to create exceptional experience.

Essential Functions

Assist potential residents with detailed leasing information for Camden Communities nationwide, including creating quotes and scheduling leasing appointments

Showcase the value of the community features as they relate to the customers’ needs

Assist current residents with requests for maintenance, emergency dispatch and other community related questions and issues

Accurately capture resident and prospect information for communication and record keeping

Ensure excellent customer relations by responding to requests by phone, email, SMS, and chat in a timely manner and always maintaining a customer focused attitude

Escalate issues through the appropriate channels when necessary

Use problem solving skills and best judgment to handle unpredictable situations as they arise

Consistently meet all performance standards including schedule adherence, average handle time, productivity, and call quality

Take an active role in ensuring the department goals and objectives are being met or exceeded

The expectation is that 95% of your time will be spent taking calls on a defined schedule, with 5% devoted to training and ongoing education

Will assist in other projects and activities as needed

Requirements

Bachelor’s degree preferred

Work from home, remote environment

Experience in a customer related field required, experience in the multi-family industry or a contact center environment preferred

Must have a customer focused attitude and creative problem-solving skills to handle difficult situations and ensure a high level of customer satisfaction

Ability to multi-task, take initiative and work effectively in a fast-paced environment

Strong documentation, written, and verbal communication skills along with excellent typing skills required

Proficiency in Microsoft Office Suite including Teams, Word, Excel & Outlook

Must have the ability to multi-task on various technology platforms while engaged in conversation with customers

Flexibility to work various shifts including nights, weekends, holidays, and overtime as required

In the event of an internet or power outage, the employee must have the ability to relocate to complete their shift

Bilingual (English/Spanish) a plus

Ability to sit for extended periods of time

Must have stable internet connection and be connected via ethernet cable at all times

Employees are to adhere to Camden’s Professional Image guidelines and be readily available to be on camera for all meetings

Employee will be responsible for obtaining a suitable desk and computer chair; all Camden provided equipment for related position must be utilized

And here’s the fine print HR wants you to know:
Job is intermittently sedentary but requires mobility (i.e., climb stairs)

Will use some repetitive motion of hand-wrist in using computer and writing

Works in a typical office setting

Emotional stability and personal maturity are important attributes in this position

Must handle stressful, urgent, novel and diverse work situations on a daily basis

May require long hours and odd schedules (including weekends)

Position requires periodic travel by automobile to handle work-related activities

May require airline travel, out-of-town and /or overnight trips

Attendance and punctuality is essential for success in this position

Hazards can be minimized with proper lifting techniques, SDS, general safety training, and wearing appropriate PPE

Contact your HR team for the position’s Physical Demands Analysis

This job description is not an all-inclusive list of duties and responsibilities. Camden may add or change responsibilities in order to meet business and organizational needs. Employees must meet qualification standards that are job-related and consistent with business necessity and must be able to perform the essential functions of the position, with or without reasonable accommodations.

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