Customer Relations Representative

🔥 2 hours ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $27 - $34 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

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American Campus Communities

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1993

🏠 Real Estate

📚 Education

👥 B2C

Real Estate • Education • B2C

American Campus Communities is a leading provider of high-quality student housing, focusing on creating vibrant and inclusive living environments for students across the country. Committed to delivering exceptional student experiences at every price point, ACC partners with universities for the development, ownership, and management of residential communities that promote both academic success and personal well-being. Their mission emphasizes sustainability, diversity, and positive impacts on communities, making them a trusted name in student housing.

📋 Description

• Deliver exceptional customer service by professionally responding to resident, guarantor, and customer inquiries and concerns via phone, email, and other communication channels regarding the Company. • Manage and resolve Customer Relations ServiceNow tickets from receipt through resolution, including creating and updating cases, researching issues, gathering necessary information, escalating concerns when appropriate, documenting actions taken, and providing timely follow-up to customers. • Partner with on-site leadership and property teams to investigate and resolve customer concerns in a prompt, professional, and customer-focused manner. • Accurately document all customer interactions, inquiries, complaints, resolutions, and follow-up actions within ServiceNow to ensure complete and detailed records. • Serve as a positive representative of the Company by promoting professionalism, empathy, and strong customer relationships through every interaction. • Act as a liaison between residents, guarantors, property staff, Management Services, and other internal departments to facilitate effective communication and issue resolution. • Support the training, coaching, and ongoing development of third-party call center agents to ensure compliance with customer service standards, company policies, and quality expectations. • Monitor and evaluate third-party call center performance, provide constructive feedback, identify training opportunities, and hold agents accountable for meeting established service, quality, and customer satisfaction metrics.

🎯 Requirements

• Bachelor's degree preferred and/or equivalent combination of education and experience. • 3+ years of direct experience in the Customer Service industry. • Demonstrated experience in student/multi-family housing preferred.

🏖️ Benefits

• Dental • Vision • 401(k) with Employer Matching • Medical & Dependent Care Flexible Spending Accounts (FSA) • Life Insurance • Sick Leave • Paid Time Off • Paid Pregnancy & Childbirth Leave • Paid Paternity Leave • Health Insurance • Health Savings Account (HSA) with Employer Matching • Short-Term & Long-Term Disability • Preferred Membership Pricing at Local & National Companies • CoreGiving Volunteer Days • Referral Program • Charity Matching Program