** Customer Relationship Coordinator**

**Job Category****:** Sales & Marketing **Requisition Number****:** CUSTO002579 Showing 1 location **Job Details**

**Description**

**UDR, Inc. is now hiring a Customer Relationship Coordinator to join our team at our corporate office.**

**GENERAL SUMMARY OF DUTIES:** Will respond to all escalated customer service issues as assigned. Maintain a database of multi-channel customer feedback. Accountable for delivering exemplary customer service in responding to digital reviews written by prospective renters and residents. Responsible for thorough situational analysis of customer experience with key stakeholders in property operations.

**SUPERVISION RECEIVED:** Reports to the Manager Customer Relationships

**SUPERVISION EXERCISED:** N/A

**ESSENTIAL FUNCTIONS:**

1. Provide exemplary customer service to both prospective renters, as well as the on-site sales teams that manage the Companys apartment communities. Balance the needs of internal and external customers. Respond promptly to customer complaints received at the corporate level via phone, email and mail as assigned by the Manager - Customer Relationships.

2. Track customer complaint to resolution and record results in ServiceNow as well as on the Onesite activity notes (Guest card).

3. Co-manage a database of customer service and operational concerns brought to the forefront by digital reviews and customer surveys. Assist as needed with the content categorization of multi-channel customer feedback for use by UDR business stakeholders.

4. Assist with managing the Companys reputation for all communities across 29 bi-coastal major metropolitan markets. Respond appropriately to assigned reviews from prospective renters and resident feedback, across all three forms of sentiment (positive, neutral, negative). Craft online review response copywriting in accordance with standards set forth by Management. Monitor key apartment review websites for new reviews, including but not limited to: Yelp, Google, Facebook, and Internet Listing Services.

5. Research customer concerns at depth with key on-site stakeholders prior to offering a response. Develop a complete picture of each situation and ask critical questions relevant to understanding the issue from both sides (Reviewer/Survey Respondent and the Company). Facilitate a culture of cross-collaboration between Corporate Sales and Marketing and the on-site property stakeholders. Work closely with the on-site community teams to ensure resolution of customer complaints. Identify specific market area trends and assist properties with best solutions to rectify negative trends

6. Assist the CRM Team with the development of a Corporate-wide initiative to increase feedback from prospective renters and residents at key touch points throughout the sales cycle. Assist with updating customer survey content, including email copy, A-B testing questions, and timing of send, to increase customer completion rates and improve NPS. Monitor customer survey responses in SurveyGizmo.

7. Investigate and respond to all Better Business, Attorney General and Consumer Affairs Complaints that are related to resident complaints.

8. Flag digital reviews and user-submitted photos for Terms and Conditions violations on targeted apartment review websites when appropriate.

9. Perform other duties as assigned or as necessary.

**PERFORMANCE REQUIREMENTS:**

* Excellent communication and customer service skills and ability to tactfully/empathetically handle issues that may arise from resident conflict. Must be self-motivated and a positive team member with effective communication and resident relations skills.

* Knowledge of organizational and community policies and procedures. Ability to apply policies and procedures to solve everyday issues. Must be excellent with time management and prioritizing time sensitive resident concerns.

* Entrepreneurial, data-minded individual who will be a resourceful Company and Brand advocate, with polished interpersonal skills. People-oriented; capable of relating to and communicating with diverse personalities.

* Meticulous organizational skills required. A self-starter and team player, with excellent follow through. Must be nimble, learn quickly, and be capable of clearly conveying concepts and tone of voice. Superb attention to detail with strong analytical skills. Flexible, with the ability to respond quickly to changes in the industry.

* Ability to exercise initiative, problem-solving, and decision-making skills. Capable of establishing priorities and coordinating work activities. Good reasoning skills and sound judgment, with the capacity to perform repetitive tasks with accuracy. A multitasker, who performs best in a deadline-sensitive environment.

* Must display a keen ability to balance the needs of internal and external customers. Bring an entrepreneurial, can-do attitude to the table daily. Ability to work in an autonomous, self-directed environment. Competent and skilled working in conjunction with Company managers, prospective renters, residents, and associates.

* Knowledge of principles and methods for selling and promoting apartment properties. Must know and follow the Fair Housing laws. Demonstrated knowledge and familiarity with community and rental property operations. Capable of flexibility in office space including mobile office tools such as: a laptop computer, a tablet, and a mobile phone. Ability to complete and apply all the provided sales and marketing training.

* Demonstrated impeccable grasp of the English language, grammar, syntax, and semantics in the creation of content. Must demonstrate excellent reading comprehension and written composition skills. Proven exceptional communication skills, both written and verbal.

* Proven professional verbal and written communications skills. Ability to create, compose, and edit written materials. Ability to work in conjunction with residents, ADs, RMs, DMs GMs, CDs, RSMs, and all related associates. Ability to communicate effectively with residents, survey participants, company managers, and associates

* Demonstrated proficiency in the use of the internet and internet searches. Must be skilled in word processing, drafting correspondence, and memoranda. Attention to details, and proficiency with MS Office software applications required such as Microsoft Office, Word, and Excel. Proficiency in Onesite and ServiceNow is preferred.

**TYPICAL PHYSICAL DEMANDS:** Occasionally lifting items weighing up to 30 lbs. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Extensive internet research requires the ability to sit for long periods of time. Regular and consistent attendance on the job is an essential function.

**TYPICAL WORKING CONDITIONS:** Normal office environment.

**EDUCATION AND EXPERIENCE:**

1. Bachelors Degree in English, Communications, or Marketing; or equivalent combination of education and experience strongly preferred.

2. College graduates with Intern or summer experience in a related field can apply.

3. Minimum two years customer service and/or customer relationship development experience required.

4. Minimum two years public relations experience required.

5. Customer relationship development experience is a plus.

6. Must have and maintain a valid drivers license unless otherwise noted.

**Benefits Offered:**

Medical, Dental, Vision Plans

Medical Flexible Spending Account

Dependent Care Spending Account

Supplemental Term Life Insurance

Voluntary Cancer Insurance

Supplemental Short-Term Disability Insurance / AD&D Insurance

Voluntary Long Term Care Insurance

401(k) Plan with company match