Customer Service Coordinator

About the position

The Customer Service Coordinator at Cousins Employees LLC is responsible for providing exceptional customer service and administrative support within a real estate investment trust (REIT) environment. This role focuses on maintaining positive customer relations, managing amenity areas, and assisting with various administrative tasks to ensure smooth operations and high-quality service delivery.

Responsibilities

• Provide customers with a Class A service experience with every interaction.
• Develop and maintain positive customer relations by creating and sustaining goodwill and providing consistently responsive quality service.
• Maintain Amenity Areas use, such as Customer Conference Room Reservations and prepare License Agreements for Atrium use.
• Monitor signs of customer health through move-ins, move-outs, and customer notices.
• Assist Property Management staff with planning and implementing periodic customer events.
• Coordinate special customer and vendor mailings such as holiday cards and customer notifications.
• Prepare new customer packages and welcome letters, and assist with the move-in/move-out process.
• Ensure phones are answered in a friendly, professional manner and handle requests directly whenever possible.
• Perform general reception duties, greet walk-in customers, visitors, vendors, and contractors, and direct them to appropriate staff.
• Assist with correspondence and customer emails or mailings.
• Ensure proper operations of the phones and internet systems.
• Perform clerical tasks for staff, including mail and packages protocol and ordering office supplies.
• Maintain customer and administrative filing system and ensure all documents are properly filed.
• Provide administrative support to Property Management staff and Engineers.
• Receive all incoming service requests and dispatch to appropriate personnel, monitoring for recurring issues or trends.
• Update and maintain the Yardi Work Order System, Building Website, and other notification systems.
• Be familiar with building emergency procedures to direct customers during emergencies.
• Coordinate with security to provide building access for contractors.
• Manage and maintain vendor and Customer Certificates of Insurance.
• Maintain movie ticket fund and distribute tickets to customers.

Requirements

• High school diploma or GED required; Bachelor's degree preferred.
• A minimum of two years of experience in customer service is required.
• Strong interpersonal skills and ability to communicate effectively with all levels of operations.
• Excellent organizational and problem-solving skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) is required.
• Yardi experience preferred.
• Proven writing and verbal communication skills with strong grammatical skills.
• Ability to perform responsibilities with a sense of urgency and respond to solve problems.
• Demonstrate sound business ethics and protect confidential information.

Nice-to-haves

• Real estate experience preferred.