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Customer Experience Specialist

Job Description



Meritus Communities is one of the nation?s largest and quickest growing owner/operator of Manufactured Housing Communities (MHCs). We were founded by industry experts in 2013 dedicated to providing quality and affordable housing to tenants. Since 2013 we have purchased 14,000 sites across the US.



About the position



Customer Experience Specialist are the point of contact and voice of our residents, their main objective is to increase the satisfaction of our applicants and residents. They are also responsible for assisting with planning and coordinating community events and activities along with resident issues.



Responsibilities




  • Coordinate the communication of solutions to be offered to residents in regard to their issues or complaints.

  • Provide knowledge of local area and service providers to residents to assist residents with questions they may have.

  • Organization and development of database records, so that the office can quickly get in contact with our resident base.

  • Establish rapport with residents and prospective residents, field community comments, suggestions and complaints and forward them to the appropriate manager.

  • Prepare and distribute resident and community communications (i.e. rule reminders, violation notices, increase letters, community events).

  • Perform administrative functions including answering phones, typing, copying, faxing and filing.

  • Assist with home and site lease closings and continue to be the new resident?s point of contact after closing. This would include follow up communication led by this specialist to check in with new residents shortly after move-in.

  • Be the voice of the resident inside of the community office and bring their point of view to other employees and management.

  • Coordinate resident functions to increase customer experience within our residents.

  • Act as the liaison between the resident and the community.

  • Assist General Manager and Sales Manager with other duties.

  • Other duties as assigned.



Qualifications




  • High school diploma or GED

  • Minimum 2 years customer service experience

  • Strong customer service skills

  • Excellent telephone skills

  • Good problem-solving skills

  • Professional appearance

  • Strong sales skills a plus

  • Intermediate to advanced computer proficiency with the ability to use Microsoft Office Suite, e-mail, and the internet.

  • Property management office experience, a plus.



Personal characteristics




  • Team oriented with an exceptionally strong work ethic and outstanding interpersonal skills

  • Demonstrated analytical and organizational skills, problem solving abilities, and attention to detail

  • Poised and polished professional with excellent oral and written communication skills

  • Strong judgement and decision-making skills



Compensation



Competitive salary, bonus, and excellent benefits package including Medical, Dental, Vision, Life, Disability, FSA and 401(K)



EOE




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