Customer Service Manager (Real Estate Property) Job in Pleasanton, California Us
Customer Service Manager (Real Estate Property)
As the Assistant Community Manager / Customer Service Manager you are the face of Archstone. While resident retention and satisfaction is a team effort, it is your focus. Whether it's helping to market the property through your research of local market conditions, handling service requests or finding diplomatic but effective ways to collect late rent and fees, you appreciate that each interaction is one more opportunity to build the resident relationship.
Being a Property Manager at Archstone isn't like running any other apartment building, property or real estate office. At Archstone, apartment management and property management is more than just a collection of tenants and units, it's a community that redefines property management. As an Assistant Community Manager within Archstone, you are a Property Manager and Office Manager, leading Archstone's efforts, continuing to shape and define a great experience for our residents.
Responsibilities
One of the defining differences at Archstone is our customer service program - Commitment to Great. We look to exceed the performance of traditional bastions of five star world class customer services like Ritz Carlton, Four Seasons and LL Bean. You appreciate world class customer service because it is the cornerstone of resident satisfaction and increases resident retention.
While outstanding customer service underlies our every interaction, as an Assistant Community Manager your role is part sales, part bookkeeping, part scheduling and full time customer service. One moment you might be processing a repair order and working with your service team to schedule the repair, the next ensuring that a unit is ready for the next Archstone resident's move in. While this role has its share of routine paperwork, system updates and data management, you concentrate on ensuring that revenues are accounted for and revenue opportunities are maximized. As an Assistant Community Manager, you will also be responsible for:
- Communications with existing and prospective residents including newsletters and notices
- Coordinating vendors including managing service agreements, inventory and supplies
- Maintaining resident records and files including deposits, lease applications, leases, rent increases, late payments, collections, evictions, tenant move-ins and move-outs
- Processing banking deposits routinely
- Ensuring grounds, vacant units and common areas are maintained in excellent condition
- Researching and compiling competitive information and presenting creative leasing and marketing ideas based on market conditions
In certain properties you might have the opportunity to explore management and leadership as concierges may report directly to you. In other properties you may also be handling additional leasing duties.
Unlike other property management, retail or real estate environments, Archstone gives you both the responsibility and the tools to achieve management success. Whether it's the discretionary authority that you have to correct deficiencies or additional training in systems and processes, you'll have the tools and support to succeed.
Requirements
Whether your background is property management, hospitality, hotels, retail management, office management or customer service, you appreciate that people are complicated. While you understand that sometimes difficult things happen to our residents, at the end of the day you don't mind addressing issues with them, such as rent, fees or noise and parking violations. Working in properties with an average of approximately 300 units, to be successful you will need proven experience including:
- Two years previous experience in hotel, hospitality, restaurant, office, property or apartment management including a track record of leasing or sales
- Accomplished at delivering world class 5 star customer service
- Experience operating computer systems for example hotel property operations, logistics, finance and inventory
- Bachelor's degree (strongly preferred)
- Willingness to regularly work weekends but no evenings past 7pm
- Reliable personal transportation
Benefits
At Archstone we recognize that exceptional people need exceptional rewards. Beyond our competitive total compensation packages, your schedule at Archstone will provide you with a quality of life that is difficult to achieve within hospitality or hotel roles. Imagine a 40 hour week without late nights. Additionally our benefits package reflects our respect for workplace contributions, professional goals and personal priorities. When you join Archstone, you will be eligible for:
- Choice of medical and dental plans, a 401(k) plan and other benefits including short and long-term disability insurance and life insurance
- Tuition reimbursement program
- Training and professional development courses and in-house training sessions
- Additional benefits including a variety of paid leaves, such as vacation and holidays
- Opportunity for significant discounts when you live in an Archstone property
To learn more about Archstone, visit our website at ArchstoneApartments.com .
Archstone is an Equal Opportunity Employer. As a condition of employment, a satisfactory hair follicle drug test and background check are required.
