Job Details

Post Date 7/11/2017
Title Customer Experience Coordinator
City Austin
State TX
Requisition Number 17-0032
Description CWS Corporate Housing is a premier corporate housing company offering the solution to Short Term Housing & Relocation needs. From interns to executives, CWS Corporate Housing delivers quality one, two and three bedroom fully furnished suites with all of the conveniences of home. Our Home Services Division provides apartment set-up, housekeeping and related services for our furnished apartments. CWS Corporate Housing prides itself on its unique culture. The company was founded on building positive and effective working relationships and believes that a company’s success is a true reflection of its people. Thus, CWS Corporate Housing offers comprehensive benefits (medical, dental, health savings account, 401(k), life insurance, short-term and long-term disability), professional development, and a supportive environment that will help you achieve your goals at CWS Corporate Housing. You will receive your birthday as a holiday, clothing allowance, fitness reimbursement, and so much more.

POSITION PURPOSE
The primary purpose of this role will be to manage and oversee the quality and customer satisfaction of a client’s stay from move-in to move-out.

Essential job duties include but are not limited to the following:
• Communicate with internal and external partners to ensure that all customer requests, maintenance work orders, and lease paperwork are completed efficiently.
• Coordinate customers’ service requirements with other appropriate departments as necessary to ensure a red carpet experience for all guests
• Interact with customers to provide information in response to customer service inquires.
• Serve as the primary point of contact and subject matter expert for the client service database, STORM.
• Monitor and communicate the progress of customer service inquiries to ensure customer's requirements and company standards are met
• Respond to and mitigate customer complaints, concerns and comments in a cordial and respectful way, escalating to Director of Client Services as necessary
• Build and establish relationships with external contacts such as property management, as well as internal team members to communicate clients' requests, progress of work orders, and any other information pertinent to the guest's stay
• Work with colleagues in a respectful and collaborative way to help build a strong team with a customer focus
• Provide organization and consistency with extreme attention to detail on all data-entry and paperwork received
• Assist with customer accounts with relevant information as required for data management
• Act as a liaison between client and area markets, communities, and supply partners
• Assist with the preparation of client reports
• Provide back up support for e-mail and phone communications
• Provide organization and consistency with extreme attention to detail
• Work with colleagues in a respectful and collaborative way to help build a strong team with a customer focus
• Other duties as assigned

SKILLS/ABILITIES
• Strong oral and written communication skills
• Strong interpersonal and organizational skills
• Strong presentation skills
• Professional customer service skills
• Strong time management skills
• Ability to multi-task
• Able to establish and maintain effective working relationships
• Able to professionally interact with customers, residents and guests, as needed
• Excellent follow-through and follow-up
• Ability to work well within a team environment
• Able to develop specific goals and plan to prioritize, organize, and accomplish work
• Proactive and takes initiative in seeking opportunities for improvements and to provide support and assistance
Requirements EDUCATION/CERTIFICATION
• None

EXPERIENCE REQUIRED
• previous customer service experience is required
• 1-2 years of corporate housing experience preferred
• flexibility and the ability to adapt to a changing work environment
• Ability to pass a background and drug screening, driving record, and maintain current and ongoing proof of vehicle liability insurance

EOE/M-F/D-V
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