Job Details
Description
POSITION: Specialist, Customer Accounts - Level I
COMPENSATION: Pursuant to Colorado regulations, if this job is performed in Colorado, the salary range is $17-$18 per hour plus bonus potential. Eligible to participate in the company benefits plan. We offer health, vision, dental, and pet insurance. We offer a 401(k) retirement plan, student loan assistance, licensing and continuing education reimbursement, parental leave, and housing allowances or gifts.
REPORTS TO: Manager, Centralized Services
SUMMARY:
As a Customer Accounts Specialist (CAS-1), you will join Cardinal’s internal Centralized Services team to provide advanced residential and operational support to our student, conventional, and affordable communities. Your primary responsibilities will include responding to and sending inbound and outbound phone, email, and SMS inquiries from current and prospective residents, as well as guiding applicants and guarantors through the application and lease completion processes.
This role will be a part of Cardinal Group’s new centralized services team and can be performed remotely or at our HQ office in Denver, CO. Although your role is remote and reports to the Manager of Centralized Services, you will work closely with onsite leasing team members at contracted communities to provide consistent, expectation-exceeding customer service to our prospective future residents.
ESSENTIAL RESPONSIBILITIES(Including but not limited to):
- Operates in Cardinal Group’s contact center platform and industry-leading property management systems to assist residents with their experience across our portfolio of student, conventional, and affordable communities.
- Effectively communicate community features and benefits to customers.
- Handle customer inquiries and resolve issues in a professional and efficient manner.
- Meet and exceed daily, weekly, and monthly call volume targets.
- Accurately record customer information and resident data in our CRM system.
- Collaborate with onsite teams, ensuring communities achieve their reputation objectives efficiently and accurately.
- Partner with onsite team members to learn each assigned community's unique points, common challenges, and brand identity, utilizing this knowledge to become a subject matter expert.
- Adopt and utilize Artificial Intelligence (AI) tools to consistently provide outstanding customer service at scale.
- Manage inbound phone, text, and email communication with a focus on resolving customer needs and building the value of assets to customers.
- Deploy strategic outbound communication efforts when needed.
- Capture opportunities to cross-sell other Cardinal communities in markets with multiple communities, ensuring the resident has the most options available for their search.
- Produce and administer accurate reports on performance at assigned communities, highlighting the impact of specialists and AI tools.
- Consistently meet expected Key Performance Indicator (KPI) targets set by a Manager and other stakeholders.
- Identify strategic opportunities for department growth and innovation to lessen the burden on onsite teams and increase the value of assigned assets.
- Research and prepare reports, memos, letters, and other documents using word processing, spreadsheet, database, or presentation software, as directed by the department manager.
- Adhere to legal and audit requirements for federal, state, and local fair housing regulations.
- Display Cardinal Group’s dedication to professionalism and service while building genuine connections in interactions with residents.
- Completes CardinalU and other internal skill-building training as required.
- Initiate phone and email communications with delinquent residents and any co-applicants or guarantors.
- Support future and current residents with ledger discrepancies and the posting or removal of charges at the direction of the Community or Portfolio Manager.
- Provide resources for payment plans and rental assistance programs where applicable.
- Issuance of move-out statements to vacating residents.
- Processing of community accounts payable and accounts receivable, including the posting of all purchase orders and invoices for assigned communities when needed.
- Assist community teams with lease and charge audits.
- Offer efficient and courteous responses to all resident and community requests.
- Pursue educational opportunities and developmental growth opportunities
- Other responsibilities as assigned or required based on the needs of the business.
- Participates in Cardinal U training as required.
PREFERRED QUALIFICATIONS:
- 1-2 years of experience in customer service and sales.
- 1-2 years of property management experience preferred.
- High School Diploma or equivalent required.
- Demonstrated ability to master evolving technological resources, including AI tools.
- Elite communication and interpersonal skills.
- Service-focused while creating memorable experiences internally and externally.
- Focus on delivering a warm, friendly, and helpful experience for all prospective members.
- Knowledge of Yardi / Rent Cafe/ Entrata / Knock/ Realpage is preferred.
- Moderate/High-level understanding of Microsoft and Google Office Suite.
- Available to work evenings and weekends.
- Ability to embody the Cardinal Culture and Cardinal Core Values every day.
WORK ENVIRONMENT / PHYSICAL DEMANDS:
The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform basic functions. Incumbents primarily work in an office environment but may also have frequent exposure to outside apartment buildings and all areas of the property, including amenities. They also frequently encounter outside elements, such as temperature, weather, odors, and landscape, which can be unpleasant and hazardous. The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform basic functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, type, handle, or feel objects, and to talk or hear. The employee must regularly stand, walk, reach with hands and arms, and perform tasks that require climbing, stooping, or squatting. The employee is often required to sit. Incumbents must be able to physically access all exterior and interior parts of the property and amenities. They must be able to work in both indoor and outdoor environments under all weather conditions, including rain, snow, heat, hail, wind, and sleet. The employee must be able to push, pull, lift, carry, or maneuver office products and supplies of up to twenty (20) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Routine local travel may be required to attend training classes, client visits, or other situations necessary to accomplish some or all of the daily responsibilities of this position. Overnight travel is required to attend company functions, training sessions, property visits, and other situations necessary to complete special projects that may be assigned from time to time.
The above job description is not intended to be an all-inclusive list of the position's duties and standards. Incumbents will follow any other instructions and perform any other related duties as assigned by their supervisor.
