Job Overview
The Client Service Representative will provide world-class service through expert communication whether it is with our guests, vendors, partners or employees. The Client Service Representative is responsible for delivering a professional approach with a personal flare. The Client Service Representative will always act as a primary liaison to our vendors. A dedicated and responsive approach to communication is paramount to coordinating all operations with our providers.
Client Service Representative Responsibilities
- Review and resolve incoming requests from valued guests on a daily basis
- Respond to guest requests with empathetic, accurate, and positive communication, taking appropriate action to resolve issues
- Coordinate new setups and breakdowns, including managing multiple vendor accounts
- Open accounts with utility companies and manage them, including troubleshooting when there is any issue
- Schedule and coordinate deliveries, pickups, and exchanges with furniture vendors and properties
- Schedule inspections and unit cleans, as well as housekeeping services and other requests as needed
- Communicate with the properties to confirm PTE for any vendors, team members, and clients
- Research for new vendors to work within different areas as needed
- Proactively build and maintain positive working relationships with the clients, vendors, and Primestone team
- Take ownership of escalated situations via email or phone and resolve them efficiently while ensuring customer satisfaction
- Field guest’s complaints while conducting thorough research to develop the most effective solutions and results; listen and extend assistance in order to resolve problems
- Communicate and coordinate regularly with operations team/managers regarding service recovery needs, special requests, and work orders
- Follow up on all requests and closeout work orders in the system on a daily basis
- Other responsibilities as assigned
- Answer client requests, if any, and be part of the after-hours rotation being on call if there is an emergency
- Communicate with vendors on deliveries/exchanges for furniture in units and Assign Delivery/Exchange Dates with vendors
- Send Occupant List to each property and updated move-in list.
- Input/remove resident names in the residential portal systems
- Check clients in/out via Zenya. Make sure they coordinate with residential portal systems
- Monitor and communicate home service schedule within Zenya with proper vendors
- Update Emergency Property Sheet, Services Folder & Welcome Literature to reflect the new property
- Assign Pre-Move Out Inspection dates for home service vendor
- Set up vendor accounts when necessary
- Set up new units with Furniture & applicable vendors
- Actively manage and respond to email and phone calls on nights and weekends in a timely manner
Education
Associate or bachelor’s degree and 1+ year customer service experience preferred.
Other Skills and Qualifications
This is an opportunity for a highly organized, detail-oriented, resourceful person with strong communication and interpersonal skills. The ideal candidate must be comfortable multi-tasking and managing changing priorities.
Basic computer skills required, Outlook and Microsoft Word experience a plus
3-6 months of previous experience in a customer service environment
Basic computer skills required; Outlook and Microsoft Word experience a plus
Who we are
Primestone Housing Solutions is the leading provider of boutique furnished apartments and high-end corporate housing in New York and across the globe. With an unwavering commitment to exceptional service and quality, Primestone delivers a sense of “Home Sweet Home” no matter where its guests are. Primestone provides that home sweet home feeling that hotels can’t provide. With all the comforts of home, from a fully-equipped kitchen to additional space and on-site amenities, you can ensure a pleasant stay no matter where your travels take you. Our expert staff has years of experience in the hospitality industry and understands how to meet the needs of discerning customers. We have a relentless commitment to your personal satisfaction and meet that with customized offerings and services.