Customer Care Manager
Scott Management, Inc. - Forestville, MD

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Customer Care Manager for Oakcrest Towers Seeking talented, outgoing, dependable and committed team leader to join our team at Oakcrest Towers, a vibrant and beautiful 1540-unit high-rise apartment community.


The individual in this position has the responsibility to lead and manage the day-to-day operations of the Customer Care Center and Resident Relations by
  • providing customer service at the highest effective level possible, incl. managing and leading a team of 3 customer care reps
  • planning and executing of 2 resident activities/events per month, incl. seasonal and scheduled activities/events
  • dealing with escalated, complex resident concerns
  • maintaining a courteous and helpful attitude to residents, vendors/contractors and any other individual at all times
  • maintaining a strong customer service and customer satisfaction philosophy
The successful candidate has solid event planning, customer service, interpersonal, and conflict resolution skills; is organized and dependable with the ability to have fun and to effectively to lead and manage a team; and has the capability to multi-task. Must be able to thrive in a very busy, demanding and fast paced environment.

  • Leading and managing the Customer Care Team, incl. working at the front desk
  • Developing and maintaining resident relations through planning and executing of resident events/activities (2 per month, incl. seasonal)
  • Handling and resolution of resident concerns; especially escalated and complex issues
  • Following up with residents, maintenance department, vendors/contractors regarding completion of service requests and/or resolution of resident concerns
  • Taking service requests, entering them into Jenark and keeping accurate records of all resident interactions
  • Creating and managing all resident correspondence
  • Updating of bulletin boards
  • Editing, updating and distribution of newsletters
  • Updating of all social media
  • Liaising with County Officials and County Programs
  • Demonstrating confidence and professionalism in interacting with residents, vendors/contractors and any other individual
  • Accurate and timely documentation of incidents as reported by residents
  • Accessing and interpreting resident information in Jenark, such as service history, account balances, rental payment history
  • Receiving rental payments and other fees; writing of receipts
  • Performing of inspections of community amenities for satisfactory condition as relating to physical appeal and safety compliance (incl. seasonal set-up and break-down where necessary)
  • Detailed knowledge and accurate application of company policies and procedures
  • General office duties, such as basic trouble shooting of standard office equipment and maintaining of sufficient supplies of essential items for the Customer Care Center and its activities
  • Other duties as assigned by the Property Manager
  • Excellent and solid resident relations and customer service skills ; incl. a 2 or 4 degree (AA or BA)
  • Strong experience in event planning and execution ; preferably in property management setting
  • Exceptional business communication skills (orally and in writing)
  • Leadership skills and qualities ; preferably prior experience as a team leader in a customer service setting
  • Professional and polished appearance
  • Resourceful in coping with a variety of situations
  • Organized, detailed, accurate and dependable
  • Outstanding interpersonal skills, incl. the ability to remain calm, professional and polite at all times
  • Photography skills
  • Must be available to work Saturdays
  • Dependable and committed to high performance in a busy, multi-task and fast paced environment
  • Experience in property management is a definite plus, as is knowledge of Jenark Access
  • Must be comfortable with various computer applications, including MS-Office, email, as well as with standard office equipment - and have experience in basic trouble-shooting of said equipment
If you are interested in and excited about the opportunity described above, and if you meet the qualifications and requirements, please send us your cover letter, resume and salary requirements.

Please reference "Customer Care Manager / Oakcrest Towers " in the subject line.


(703) 549-0326
Attn: Human Resources

Scott Management, Inc.
Attn: Human Resources
300 N. Lee Street,
Suite 200
Alexandria, VA 22314

Scott Management, Inc. - 14 months ago - save job - block
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