Job description
Intro:
Our success is fueled by our belief in a better life – where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people – possibilities that translate into superior living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.
Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email talentresources@cortland.com or call 404.965.3988. Cortland is a drug-free workplace. Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.
At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in multifamily, our high performance continues to drive exponential growth – and we invite you to join us on our journey towards real estate excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.
Job Overview:
As a Customer Relations Specialist, you are the liaison between Cortland’s residents and apartment-management teams. You offer a listening ear to Cortland’s residents with the goal of maintaining our industry-leading resident experience.
Roles You Will Play:
The Resident Ambassador
- Answer incoming resident calls and emails using world-class customer service and maintaining Cortland's high resident experience standard.
- Assess the resident's concerns and gather details regarding their issues to provide to our management teams; common examples include apartment maintenance questions, lease questions, billing/refund questions, and customer-experience issues.
- Monitor concerns in the tracking platform to ensure management teams are following up with residents and working to resolve concerns as quickly and effectively as possible.
The Brand Representative
- Represent the Cortland brand by embodying our mission, vision, and values – and infusing them into your conversations with residents.
- Track trends and recurring patterns in customer concerns and escalate these to the Customer Relations Manager to ensure that root causes are being addressed.
- Through the course of your work, help monitor apartment-management teams’ compliance with company standards and policies regarding customer service, reporting discrepancies to the Customer Relations Manger
The Liaison
- Build relationships and trust with your fellow team members; as needed, assist the Customer Relations Manager with educating apartment-management associates on how best to address concerns and conflicts.
- Communicate and coordinate with appropriate team members to address and resolve residents’ concerns using the Reputation tracking platform.
- Work with the Customer Relations Manager and the broader Marketing and Operations teams to monitor and report on customer trends you identify through your interactions.
The Impact You Can Make
- Thanks to you, our residents know that their voices are being heard and valued.
- You skillfully address and handle any issues that arise to keep our resident experience and programs running smoothly.
- You can rest easily at night knowing that you’ve contributed to the happiness of so many people who love their life at our apartment communities.
- Strong 1+ years in hospitality, apartment-management, or similar service industries: either via phone or in-person customer interactions
- Excellent phone etiquette
- Strong written and verbal communication skills for interacting with all stakeholders, including customers, coworkers, vendors, and company leaders
- Solid computer skills preferred, including Microsoft Outlook and Microsoft Excel
- Bachelor’s degree preferred
At Cortland, we create, reimagine, and manage apartment communities for residents nationwide. Headquartered in Atlanta, GA, we have communities and regional offices all over the country, as well as overseas. From product design and procurement to general contracting and property management, we do it all – to make sure our communities are the perfect setting for living life to its fullest.
Our success is fueled by our belief in a better life – where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people – possibilities that translate into superior living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.
Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email talentresources@cortland.com or call 404.965.3988. Cortland is a drug-free workplace. Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.
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