******Unless specifically contracted, resumes from recruiting agencies are not being accepted for this position.****** Reporting to the Manager of Property Support Services, the Customer Support Specialist will work with Kimco’s in-house operations team, as well as its third-party call-center vendor to provide the highest degree of support to its tenants, customers, and associates.
Duties for this position include, but are not limited to:
SalesForce
- Routinely audit Sales Force for the following property information:
- Tenants
- Vendors
- First responders
- Municipal contacts
- Space plans & records
- Posting of training documents, emergency response material, national program guides, contracts, etc.
- Promote cross-region collaboration and use of Salesforce
- Conduct regular training sessions on the use of the Salesforce platform
Call Center Operations
- Provide oversight and direction to Kimco’s national call-center vendor. Monitory quality control of recorded calls, the accuracy of information collected, and ensure the proper routing of cases in Salesforce to the appropriate Kimco associate
- On a daily basis, review Salesforce cases to ensure tenant requests are being handled in accordance with Kimco protocol
- Customer satisfaction survey – review daily results from tenant satisfaction surveys. Understand drivers of positive and negative results and make recommendations for improvement. Investigate negative responses to address tenant concerns as needed
Property Operations
- Working in coordination with Kimco’s national property management team, the Customer Support Specialist will be responsible for sending email and text alerts during emergency situations
- Regularly communicate with the department through the Sales Force Chatter portal
Requirements:
- The ideal candidate will have in-depth knowledge of SalesForce, Microsoft Word, Excel (inclusive of v-lookups, pivot tables and charts), PowerPoint and Outlook.
- Extensive experience in customer support at a corporate level.
- Strong communication skills are a must – both verbal and written.
- The candidate must be goal-oriented, a self-starter, and able to multi-task.
- Knowledge of the retail real estate industry is highly desired.
- The candidate should have a 4-year degree
Kimco Realty is an Equal Opportunity Employer – Minority/Female/Veteran/Disability/Sexual Orientation/Gender Identity or Expression.
