The Customer Insights Associate will play a pivotal role in responding to and managing customer complaints and concerns intended for C-Suite and Greystar executives, ensuring timely and effective resolution to maintain high levels of customer satisfaction. This position also involves collaboration with various internal teams to ensure seamless service delivery and adherence to our service standards. The role requires the ability to document triage processes and manage social media and reputation platform policies, best practices, and procedures.

JOB DESCRIPTION

• Receive, respond to, manage, and triage customer concerns from, but not limited to, Greystar.com, social media, the Better Business Bureau, state attorney complaints, and executive emails.
• Document, manage, and update all escalation processes within the Greystar Customer Concern form via the internal ticketing system.
• Monitor and respond to reviews on the corporate Google listing, LinkedIn, and others as directed.
• Monitor and follow up on current tickets in the system to ensure timely closure and resolution by the onsite team. Completed via various reporting and direct-to-property follow-ups.
• Assist in setting best practices for social media, reputation management, and general customer service.
• Assist in any data collection or reporting needed by the Sr. Manager of Customer Insights.
• Partner with internal stakeholders to lead or assist with assessing ticketing tools and processes and developing ongoing training.
• Work closely with Enterprise Communications to ensure that Greystar's voice is used in all correspondence from the C-suite and executive inboxes.
• Travel may be required to attend business meetings, training classes, or other situations necessary for the accomplishment of some or all of the daily responsibilities of this position.

Knowledge, Skills, and Abilities Required

• Bachelor's Degree or minimum of three years of experience in a customer service background sufficient to resolve customer complaints and issues.
• Experience in real estate, hospitality industry, or customer service-oriented company required.
• Demonstrated excellent customer service orientation, emphasizing understanding and applying proven customer care techniques and processes.
• Must be able to handle confidential and/or highly sensitive information within established guidelines or regulations, applying the appropriate level of diplomacy, tact, discretion, and privacy.
• Demonstrated strong research and analytic skills with the ability to apply skills to identify and address issues proactively.
• Demonstrated ability to work independently, under defined supervision, within a remote, fast-paced, deadline-oriented environment.
• Demonstrated ability to plan and organize time, adapt quickly to changes in work priorities, manage stress, and maintain focus when required to work long hours or under intense pressure. Ability to work collaboratively with others with diverse personalities, biases, and experience.
• Skilled and comfortable in using digital and online software and apps to accomplish work, manage and organize time, and communicate, including the ability to use Microsoft products such as Word, Excel, PowerPoint, and TEAMS, email, and virtual meeting software.

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The salary range for this position is $60,000 - $70,000

Compensation is based on geographic location and individual pay decisions will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

Corporate Positions: In addition to the base salary, may be eligible for an annual performance bonus that is based on individual and company performance.

Onsite Property Positions: In addition to the base salary, may be eligible for a discretionary weekly, monthly and/or quarterly bonus based on budget.

Greystar seeks to attract, recruit, advance and retain top talent. Greystar’s compensation strategy is tailored to appropriately reward the skillset and experience that a team member will bring to the organization.

Robust Benefits Offered for Full-time Team Members:

• Medical, Dental, Vision, Life

• 401(k) with Company Match (eligibility required)

• Short-term & Long-term Disability

• Critical Illness/Accident/Hospital Indemnity Plans

• Employee Assistance Program

• Generous Paid Time Off: Time off benefits include vacation, holidays, personal days, and sick time and parental leave

For Union and Prevailing Wage roles compensation and benefits may vary from the listed information above due to Collective Bargaining Agreements and/or local governing authority.

Greystar will consider for employment qualified applicants with arrest and conviction records.