Customer Service Officer

The Customer Service Officer will serve as the primary point of contact for tenants and prospective clients, ensuring a high standard of customer satisfaction. This role involves handling tenant communication, resolving inquiries, coordinating leasing and maintenance processes, and maintaining accurate records. The ideal candidate is proactive, organized, and committed to fostering positive relationships within a dynamic property management environment.

Tasks and Responsibilities

Client and Tenant Communication:

• Act as the first point of contact for tenants and prospective clients.
  

• Respond promptly to inquiries, address concerns, and provide property and rental agreement information.
  

Lease Management:

• Coordinate leasing processes, including property showings, tenant screenings, and lease agreements.
  

• Manage move-ins and move-outs, ensuring all documentation is accurately maintained.
  

Maintenance Coordination:

• Receive and handle maintenance requests from tenants.
  

• Coordinate with maintenance staff or external vendors to ensure timely resolution.
  

• Follow up with tenants to confirm satisfaction.
  

Rent Collection:

• Monitor and manage rental payments.
  

• Follow up on late payments and implement rent collection procedures as per company policies.
  

Complaint Resolution:

• Address and resolve customer complaints professionally and courteously.
  

• Seek appropriate resolutions to ensure tenant satisfaction and retention.
  

Record Keeping:

• Maintain accurate records of customer interactions, lease agreements, maintenance requests, and property-related documentation.
  

Tenant Relations:

• Foster positive relationships with tenants by providing exceptional service and addressing concerns proactively.
  

Team Collaboration:

• Work closely with the property management team to achieve organizational goals.
  

• Share insights and contribute to process improvements.
  

Organizational Relationship & Communication

Internal Communications:

• Property Manager
  

• Maintenance Team
  

• Accounting Team
  

• Agents
  

External Communications:

• Tenants and Prospects
  

• External Vendors and Service Providers
  

Educational Level/Required Certificates:

• Bachelor’s degree in Business Administration or a related field is required.
  

Experience

• Proven experience in customer service, preferably in property management.
  

• Familiarity with CRM software and property management tools is a plus.