Customer Care Specialist

With over 30 years of experience in the acquisition, development, rehabilitation, and management of apartment communities across the Western United States, we are a trusted partner in the property management industry. At MG Properties, we focus on enriching lives – physically in our community buildings, philanthropically through giving back to our local communities, and through development and growth of our employees.

The Customer Care Specialist is responsible for providing customer service to residents and internal/external customers in a professional and courteous manner. They will also perform collection activities for the organization, posts customer payments (during and after tenancy), maintain and reconciles accounts receivables, and provide reporting. The CCS will be responsible for daily incoming and outgoing customer calls, including preparation, delivery and responding to resulting queries. They will respond to and manage resident complaints and/or service issues and may coordinate with appropriate staff to address and resolve resident concerns.

Responsibilities:

• Perform in accordance with Fair Housing Laws at all times.


• Generate and respond to customer calls and emails in an effort to resolve resident concerns &/or account balances with mutual satisfaction.


• Provide Customer with professional, accurate and timely resolutions to inquiries and concerns while adhering to company expectations and applicable laws.


• Identify and implement opportunities to improve the customer experience.


• Work with legal representation to determine the best course of action where necessary.

• Work with marketing team to identify individuals that have posted negative social media


• Coordinated outreach to resolve those media posts with the goal of having them removed.


• Communicate with Community Managers and/or Regional Manager’s any onsite opportunities to prevent such posts in the future.


• Collect and process payments on account balances.


• Initiate and assist customers to arrange appropriate payment plans.


• Negotiate settlements within specified parameters with a mutually beneficial resolution.


• Establish relationships with onsite staff and provide instruction and training where appropriate.


• Participate in the training of new associates.


• Assist in identifying and implementing necessary reporting for accurate details on past status accounts.


• Complete the necessary reporting to accurately track the success of the department/company.


• Assign delinquent accounts to 3 rd party collection agency.

Requirements:

• One year property management experience preferred.


• Must be able to think on your feet and react with patience and professionalism at all times.


• Must be able to perform in a fast-paced environment with the ability to multi -task.


• Maintain Superior Customer Service standards and positive company representation.


• Must possess strong negotiating skills.


• Proficient in on-site management software (Yardi) with the ability to read and interpret resident ledgers strongly preferred.


• Proficient in Outlook, Word, Excel and Office


• Reliable, Responsible and Dedicated.


• Positive attitude.


• Effective verbal, listening and written communication skills.


• Display strong administrative, organizational, technical and analytical skills.


• Hybrid work environment Tuesday through Sunday

Compensation and Benefits

• $24-$26/hour DOE


• Company profit sharing


• Accrues 10 days Paid time off per year


• 10 Paid Holidays and 2 Paid Personal Days per year


• 40 Hours of Paid Sick Time


• 401K with employer match


• Medical, Dental, Vision, Employee Assistance Program


• Life Insurance


• Flexible Spending Account, Dependent Care Spending Account

MG Properties is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are a drug-free workplace, participate in E-Verify, and are an at-will employer.

If identified for a position, you will be asked to submit to a background check and drug-screen.