Thrive Communities Hiring for Customer Support Specialist – (Remote – Hybrid) at Bellevue, WA Full Time

Benefits

Our purpose is to create a community where people feel seen, because we believe when people feel seen, they thrive. By cultivating award-winning workplaces, we foster an environment of connection, compassion and fun that our personnel extend to everyday life at their communities. Happy, inspired associates lead to happy, supported residents. We are dedicated to our boutique, at-scale approach to property management and building communities that flourish, which stems from hiring strong associates to grow with Team Thrive! Voted one of Washington’s best workplaces 6 years in a row, Thrive builds on its culture by offering the following benefits:

• 32 Paid Days off Per Year (PTO, Paid Holidays, Paid Personal Day, Paid Days of Service)
• Generous Employer Matched 401k plan!
• Medical benefits effective 1st of the month following your start date!
• 100% employee medical & dental insurance paid for non-tobacco associates, 80% covered for tobacco using associates
• Optional HMO dental plan including adult and child orthodontics
• Vision Option
• $20,000 life insurance policy
• Long-term disability coverage
• 24 hour Employee Assistance Program/Hotline
• Discounted Pet Insurance rates + additional voluntary benefit options
• $300 annual professional development/tuition reimbursement
• Training opportunities and career progression/growth plans!

Community Information: This position will support a portfolio of 8 properties.

Salary: $24 – $27/hr.

Schedule: Full-time; Monday – Friday 8AM – 5PM

Customer Support Specialist Purpose

The purpose of the Customer Support Specialist is to assist current and potential residents by responding to requests for leasing information, service requests and any other community related questions. Our Customer Support Specialist will have excellent communication skills, think outside of the box and have the ability to create connections and lasting impressions. They are experts in customer service who are able to understand and anticipate our customers’ needs to create exceptional experiences. The Customer Support Specialist is expected to conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit ing Act, and all other laws pertaining to the property.

Customer Support Specialist Job Responsibilities

• Assist potential residents with detailed leasing information for properties in their assigned portfolio, including quoting rents and scheduling leasing appointments.
• Showcase the value of the community features as they relate to the customers’ needs.
• Assist current residents with requests for maintenance, emergency dispatch and other community related questions and issues.
• Plans and oversees advertising and promotion activities including print, online, and electronic media.
• Accurately capture resident and prospect information for communication and record keeping
• Ensure excellent customer relations by responding to requests by phone, email, SMS, and chat in a timely manner and always maintaining a customer focused attitude.
• Escalate issues through the appropriate channels when necessary.
• Use problem solving skills and best judgment to handle unpredictable situations as they arise.
• Consistently meet all performance standards including schedule adherence, average handle time, productivity, and call quality.
• Take an active role in ensuring the department goals and objectives are being met or exceeded.
• Strong focus on sales and leading team to accomplish sales goals.
• Training/ mentoring leasing team on company’s phone, internet and tour standards.
• Demonstrates / trains compliance with lease paperwork and other legal documents required to lease apartments

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving – Identifies and resolves problems in a timely manner; Uses reason even when dealing with emotional topics.
• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance;
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; Demonstrates group presentation skills.
• Written Communication – Writes clearly and informatively; Able to read and interpret written information.
• Leadership – Exhibits confidence in self and others; Inspires and motivates others to perform well. Effectively influences actions and opinions of others.
• Managing People – Takes responsibility for subordinates’ activities; Makes self available to staff.
• Quality Management – Looks for ways to improve and promote quality.
• Business Acumen – Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition.
• Cost Consciousness – Works within approved budget; Develops and implements cost saving measures.
• Diversity – Shows respect and sensitivity for cultural differences.
• Organizational Support – Follows policies and procedures.
• Strategic Thinking – Analyzes market and competition.
• Adaptability – Adapts to changes in the work environment; Manages competing demands.
• Attendance/Punctuality – Is consistently at work and on time;
• Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions.
• Judgment – Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.
• Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently.
• Professionalism – Reacts well under pressure; Treats others with respect and consideration regardless of their status or position.
• Quantity – Meets productivity standards.
• Safety and Security – Observes safety and security procedures.

Customer Support Specialist Qualifications

• Associate’s degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
• Work from home (hybrid), remote environment.
• Strong documentation, written, and verbal communication skills along with excellent typing skills required.
• Proficiency in Microsoft Office Suite including Teams, Word, Excel & Outlook.
• Must have the ability to multi-task on various technology platforms while engaged in conversation with customers.
• Flexibility to work various shifts including nights, weekends, holidays, and overtime as required.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine s and correspondence. Ability to speak effectively before groups of residents or employees of organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Knowledge of Yardi preferred

If you do not fully meet the qualifications listed above but feel you have the skills and experience to be able to be successful in this position we welcome your application! Whether this or another position within Thrive, we would love to help you find the right role in our organization.

Physical Requirements

• This position requires the ability to stand and walk or sit alternatively depending on the specific needs of the day. Estimated 70% of time is spent on feet and 30% spent sitting at desk.
• Constant need to type, write, & grasp (working at a computer and answering phones)
• Occasional need to bend/stoop/squat, climb stairs, push or pull, and reach above shoulder (cleaning up litter, putting out advertisement sandwich boards, put out balloons, open doors, pick up and move items)
• Ability to lift/move/push/pull up to 25 lbs on occasion, frequent need to lift/push/pull up to 20 lbs
• For more information regarding the work environment, physical, and mental requirements, please contact [email protected].

Equal Employment Opportunity

Diversity is celebrated at Thrive as we believe it makes us a better company. Our hope is that each associate feels welcomed, respected, and appreciated for their unique contributions. From our hiring practices, performance reviews, raise decisions, and opportunities for promotions, Thrive follows consistent and fair practices to ensure all Thrive employees and potential employees have an equal opportunity for employment and advancement based on merit, and are not discriminated against because of race, color, religion, national origin, age, sex, veteran status, pregnancy, childbirth, pregnancy-related conditions, disability, gender, gender identity, sexual orientation, or on any other legally protected basis. Our Human Resources department works with teams to make reasonable