Account Management Specialist

About the Role

Key Responsibilities

• Manage a small portfolio of properties / accounts to ensure compliance with White Glove Customer promise and compliance with SLAs.
• Provide the highest level of customer service in support of the portfolio(s) managed and in support of escalations within the team.
• Interact and build relationships with individual customers, Retail Leasing Agents, Property Management teams, and Boards of Directors.
• Utilize independent discretion for process improvement, customer escalation issues, creating and coordinating on-site events, as well as ensuring that the company is meeting contractual commitments and service level agreements for their designated property.
• Maintain strict attention to detail and passion for organizational skills and strategy.
• Ensure all community retail codes match agreement, are accurate, and current.
• Oversee the services provided in the community common areas and work with the Commercial Sales team to address service issues or process additional services.
• Prepare and attend all meetings as required with Property Management and/or Board of Directors.
• Review requests for updates for the community channel and Hotwire Announcement section.
• Support the team with triage and administration support duties.
• Improve quality results by studying, evaluating, and re-designing processes and implementing necessary changes.
• Perform other duties as required or assigned.

Requirements

• Exceptional customer service skills and proven experience.
• Bachelor's degree in business, or related work experience a plus.
• Property management or telecommunications experience a plus.
• Must be able to provide own transportation to various locations in organizational service area.

Benefits & Perks

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts - for employees who live on a property serviced by Hotwire.
• Discounted service offerings for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks