Customer Service Coordinator

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.

D

escription of Responsibilities:

This position is on-site in Atlanta, GA (Buckhead).  This is not a remote or hybrid position.

• 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 service.
• Maintain Amenity Areas use, such as Customer Conference Room Reservations and set up and prepare License Agreements for Atrium use.
• Monitor signs of customer “health” (i.e. through move-ins, move-outs, customer notices, etc.)
• Assist Property Management staff 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, welcome letters, and assist with move-in / move-out process.

• 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 emails or mailings.
• Ensure proper operations of the phones and internet systems (call forwarding or IT helpdesk)
• Perform clerical tasks for staff as needed; including mail and packages protocol, ordering office supplies, stocking management office refreshments each night.
• Maintain customer and administrative filing system and ensures all documents are properly and promptly filed.
• Provide Administrative support to Property Management staff and Engineers, such as assisting with customer bill backs, ordering signage, obtaining vendor set up and ACH information, etc.
• Assist the Property Manager in implementing The Cuz Way Property Management Manual.
• Receive all incoming service requests and dispatch to the appropriate personnel, monitor for recurring issues or trends, run monthly reports and update staff on findings.
• Update and maintain the Yardi Work Order System, Building Website, ETS Mass Email Notification System, Concierge Conference Room Reservation System.
• Be familiar with building emergency procedures manual to be able to direct customers during emergency situations.
• Coordinate with security to provide building access for contractors, including daily log.
• Manage and maintain vendor and Customer Certificates of Insurance via Jones System and Excel.
• Maintain movie ticket fund and distribute movie to customers.

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 Knowledge, Skills and Abilities:

• High school diploma required or GED is required; Bachelor’s degree preferred.
• A minimum of two years of experience in customer service is required.
• Real estate experience preferred.
• Must possess strong interpersonal skills and an ability to work and communicate effectively with all levels of operations.
• Must have excellent organizational and problem-solving skills (define problems, collect data, establish facts, and draw valid conclusions.)
• Must manage time and multiple projects efficiently and achieve required results.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) is required.
• Yardi experience preferred.
• Proven writing and verbal communication skills. Strong grammatical and practical use of the English language
• Responsiveness - Need to perform responsibilities with an acute sense of urgency to meet others' needs; respond to solve problems; and accept various tasks associated with this position.
• Integrity - Demonstrate sound business ethics; consistently comply with organizational values; protect confidential information.
• Customer Service – Demonstrate optimum customer service delivery while performing all job functions.
• Communication - Able to clearly express ideas; present verbal information straightforwardly; ask questions to open communication channels; listen to understand perspective.