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SalaryThis is an onsite/in-office position. This team member will be based out of our Regional East Coast Office located in McLean, Virginia.
At Trinity Property Consultants, your expertise is the key to our continued success. Join us and become an essential part of an organization that values your skills and is committed to your professional growth. Guided by our core values of innovation, teamwork, excellence, and empowerment we have been creating vibrant communities for three decades and are proudly ranked among NHMC’s Top 50 Apartment Owners and Managers. We're on the lookout for passionate individuals that will elevate our vibrant culture and join us in delivering unparalleled service to our valued team members, residents, investors, and partners.
Salary: $60K - $75K/ annually, based on experience.
Job Description:
- Manage and respond to negative resident experiences nationwide by addressing online reviews and handling inbound resident complaints.
- Serve as the primary point of contact for residents experiencing issues, providing timely and effective resolution to their concerns.
- Develop and implement action plans to address resident complaints and ensure customer satisfaction.
- Collaborate with internal teams to identify recurring issues and implement strategies for improvement.
- Maintain a high level of professionalism and empathy while interacting with residents to de-escalate situations and promote positive brand awareness.
- Document resident interactions and resolutions to track trends and identify areas for process improvement.
- Act as a liaison between residents and internal departments to facilitate smooth resolution of issues and ensure a seamless customer experience.
- Assist with resident needs/requests
- Clerical and phone support/message relay
- Provide superior Customer Service
- Process maintenance work orders as requested by residents
- Adhere to Trinity’s operating procedures and policies
- Demonstrate ability to resolve customer/resident complaints and direct pertinent issues and matters to the proper department or manager
- Additional tasks or duties assigned by community leadership
Special Requirements:
Physical Demands:
- The team member will be regularly required to sit, stand, walk, talk, hear, and reach using feet, legs, back, arms and hands. The employee may occasionally be required to climb. Specific vision requirements include the ability to use close vision, distance vision, color vision, depth perception, and the ability to adjust focus. The employee will be required to walk for extended periods of time. Must possess the ability to detect auditory and/or visual alarms and be available to work extended/flexible hours and weekends as needed.
Attendance/Travel:
- This position is a full-time position and may require the availability to work some nights, weekends, and occasional holidays. Regular attendance and active participation/planning at company functions and events.
Essential Functions:
Skills include an excellent ability to address the needs of residents. Other essential skills include but are not limited to:
- Ability to handle a high-volume workload efficiently and calmly
- Exhibit effective communication skills
- Administrative and organizational skills
- Customer service orientation with a “can-do” attitude and a solutions focused goal in conflict resolution
- Time management skills and ability to prioritize wisely
Qualifications:
Computer Skills:
- Intermediate computer and internet knowledge
- Intermediate knowledge of MS Word, Excel and Outlook
Learning and Development:
- Maintain a commitment to ongoing professional development and career growth through our company’s continuing education programs.
Education:
- High school education or equivalent is required
- Ability to fluently read and write English, accurately perform intermediate mathematical functions and use all on-site resident management software functions
Professional Experience:
- One-year Customer Service experience preferred
We’ve Got You Covered!
- Medical, Vision, & 125 Plan. We cover 100% of the monthly premium costs for employee medical and vision benefits and offer a 125-plan option for dental.
- Retirement Plans. Prepare for retirement and ramp up your 401(k) savings with a 2% employer match.
- Group Life, Long-Term, and Short-Term Disability Insurance. We provide up to $25,000 of coverage in case the unimaginable occurs.
- Paid Holidays & Vacation. We offer a competitive amount of paid holidays in addition to anywhere from 2 – 4 weeks of paid vacation according to years of service. (Available after 90 days of employment, full-time employees).
- Not feeling well? We offer sick leave in compliance with state and local jurisdiction requirements.
- Referral Bonuses. We provide $1000 bonus for hires made through employee referrals.
- Volunteer Time-Off. For any volunteer opportunities that you would like to participate in we provide up to 16 hours annually for you to give back to your community.
- Additional Perks. Including corporate shopping discounts, appliance discounts and lifestyle discounts.
- Employee Assistant Program (EAP). that includes Health Advocate and Travel Assistance Program.
- Generous Emergency On-Call. We appreciate and reward our facilities team for supporting residents outside of normal office hours in the event of an emergency.
- Competitive Bonus & Commission Structures. We pride ourselves in recognizing hard work and goal achievement.
- Opportunities for Advancement. We promote from within and provide extensive professional development training, reimbursement programs and exclusive scholarship opportunities.
At Trinity Property Consultants, we're dedicated to a diverse, equitable, and inclusive workplace where everyone is valued, respected, and empowered to be themselves. We provide equal opportunities for all, irrespective of race, ethnicity, gender identity, sexual orientation, age, religion, disability, or other protected classes. Recognizing diversity as a catalyst for innovation we embrace each individual's unique contributions and foster a culture of belonging where everyone can thrive.
Note: This job description includes the core responsibilities for Trinity Property Consultants. These duties are subject to change based on regional and organizational discretion.
See more about our Company and benefits at: https://www.trinity-pm.com/join-our-team
