Customer Service Coordinator

About Cousins Properties

Headquartered in Atlanta, Cousins is a fully integrated, self-administered and self-managed real estate investment trust (REIT). Cousins has a simple, compelling strategy: Premier urban Sun Belt office portfolio, Disciplined about capital allocation, Best-in-class balance sheet, with Strong local operating platforms. Acting through its operating partnership, Cousins Properties LP, primarily invests in Class A office buildings located in high-growth Sun Belt markets. Cousins Properties (NYSE: CUZ) develops, owns, and manages a 20 million square foot trophy office portfolio in the high-growth Sun Belt markets of Atlanta, Austin, Charlotte, Dallas, Nashville, Tampa, and Phoenix.

Founded in 1958, Cousins creates shareholder value through its extensive expertise in the development, acquisition, leasing, and management of high-quality real estate assets. The Company has a comprehensive strategy in place based on a simple platform, trophy assets, and opportunistic investments. For more information, please visit www.cousins.com.

Job Summary:

The Customer Service Coordinator is the frontline position who will assist customers, contractors, and visitors daily. The role will manage the main receptionist area for the Property Management Office. The position’s responsibilities include but are not limited to handling incoming and outgoing telephone calls, providing professional and courteous customer service, managing, and maintaining Yardi work orders, Preventive Maintenance Systems and Certificate of Insurances as well as receiving and processing all information requested by customers, contractors, and vendors. Job functions may be added to or deleted from this job description as necessary and determined by Property Management.

This position is located in Nashville, TN. This position is on-site. This is not a remote or hybrid position.

Responsibilities:

Customer Relations:

• Provide customers with a Class A service experience with every interaction.
• Develop and maintain positive customer relations by creating and sustaining good will and by providing consistently responsive quality customer service.
• Monitor signs of customer “health” (i.e. through move-ins, move-outs, customer notices, etc.)
• Assist Property Manager with the planning and implementation of periodic customer events.
• Coordinate special customer and vendor mailings such as holiday cards and other customer notifications, including customer anniversaries, monthly calendars, and reminders of scheduled events.
• Prepare new customer packages and welcome letters.

Administrative Duties:

• The CSC will support the property’s needs on a variety of administrative duties including but not limited to fielding and returning phone calls, processing expense reports, commission payments, managing calendars, scheduling appointments, vendor relations, filing, and completion of other projects as needed.
• Ensures phones are answered in a friendly, professional manner, taking messages, or forwarding calls as necessary, but answering requests directly whenever possible.
• Perform general reception duties – greet walk-in customers, visitors, vendors, and contractors; handle their needs and direct them to the appropriate staff.
• Assist with correspondence and customer mailings.
• Ensure proper operations of the phones and internet systems.
• Perform clerical tasks for staff as needed, including mail and packages protocol, ordering office supplies, maintaining personal property logs.
• Maintain customer and administrative filing system and ensures all documents are properly and promptly filed.
• Maintain the insurance files for coverage required by customers and vendors.
• Provide Administrative support to Property Management staff and Engineers.
• Assist the Property Manager in implementing The Cousins Way Property Management Manual.
• Receive all incoming service requests and dispatch to the appropriate personnel.
• Update and maintain the Yardi Work Order System and Building Website.
• Be familiar with building emergency procedures manual to be able to direct customers during emergency situations.

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Required or Preferred Knowledge, Skills, and Abilities:

• A Bachelor’s Degree preferred
• A minimum of two years of experience in customer service required in any industry
• Real estate experience preferred but not required
• Must possess excellent customer service skills
• Must be a process driven individual
• Must be methodical and a strong communicator
• Strong acumen in oral and written business communications
• Must possess strong interpersonal skills and an ability to organize across departments
• Detail oriented with clear/consistent focus on the accuracy and completeness of work product
• Data driven individual
• Must have excellent organizational and problem-solving skills
• Strong time management and ability to balance multiple projects efficiently and achieve required results
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, and Access) is required
• Yardi experience preferred
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• The incumbent must be able to define problems, collect data, establish facts, and draw valid conclusions.
• Responsiveness – Need to perform responsibilities with an acute sense of urgency to meet the needs of others; respond to solve problems; willing to accept a variety of tasks associated with this position.
• Integrity – Demonstrate sound business ethics; consistently comply with organizational values; protect confidential information.
• Adaptability – Able to adapt to changes in situation, direction, or people; adjust to needs of others without losing self-esteem.
• Customer Service – Demonstrate optimum customer service delivery while performing all job functions.
• Communication – Able to clearly express ideas; present verbal information in a straightforward manner; ask questions in order to open channels of communication; listen to understand perspective.

Cousins is an equal opportunity employer where employment decisions are based on merit, qualifications, and aptitude. The Company does not discriminate in employment opportunities or employment practices on the basis of race, color, religion, creed, sex (including gender, pregnancy, sexual orientation, and gender identity), national origin or ancestry, physical or mental disability, veteran status, age, genetic information, or any other class or characteristic protected by federal, state, or local law.

Read Full Description