Customer Service Representative at The Zoe

JBG SMITH owns, operates, invests in, and develops a dynamic portfolio of high-growth mixed-use properties in and around Washington, DC. Our creativity and scale enable us to be more than owners-we are placemakers who shape inspiring and engaging places, which we believe create value and have a positive impact in every community we touch.

JBG SMITH has been named multiple times as one of the Washington Post's Top Workplaces in the region and we pride ourselves in both our outstanding work environments and opportunities for career growth and advancement.

The Customer Service Representative will have dual responsibilities. This position will be a luxury concierge and resident event coordinator combined into one position. The Customer Service Representative will work in a Class A Luxury Residential Building. The Customer Service Representative will report to the Community Manager. This is a unique opportunity for someone seeking to enhance their customer service skills and event planning to the highest levels.

Responsible for identifying, coordinating and marketing all resident programs including recreational, social and entertainment designed to enrich the quality of life and enhance the vibrancy of the community for residents.
• Maintain event and activity content on assigned software platform for management of marketing, participation, and payment.
• Responsible for the coordination of outside vendors, contractors, and catering for any on-site planned activities.
• Responsible for greeting our residents and guests in a warm and friendly manner, offering assistance and/or information to guests and visitors regarding the community, its facilities, and the surrounding area with its restaurants and attractions, and handle any special guest requests.
• Identify, establish, and maintain relationships with local businesses and area vendors for the purpose of developing services through a preferred provider network. Responsible for bringing a vast array of exclusive services to our residents.
• Responsible for preparing daily refreshments and special services and ensuring that the proper materials and supplies are on hand at all times.
• Work with the marketing department to create, print and e-mail save the dates, flyers, resident event reminders, newsletters and other resident event collateral including a monthly resident event calendar for the building and fitness center.
• Obtain feedback on all events and effectuate changes in future events to address any issues.
• Able to assist with other Front Desk and Leasing responsibilities as needed.
• A strong desire to go above and beyond and to deliver, each and every time, remarkably uncommon guest experiences.
• Comply with all Fair Housing laws.
• Complete other duties as assigned.

MARKET THE PROPERTY

• Comply with company standards for branding.
• Call and/or visit competitors to stay abreast of market activities and be able to leverage our people, community and company in the marketplace.
• Analyze feedback associated with events and offer recommendations for future events and activities.
• Deliver a positive and consistent experience with all prospective customers.
• Set-up monthly meetings with local employers to develop preferred providers for our services program. Provide packets of information about the community and cultivate cross- marketing opportunities.
• Assist the Leasing operation with updating property social media channels (Facebook, Instagram, Twitter, etc.) daily.

CUSTOMER SERVICE

• Strong emphasis on exceptional and timely customer service to prospective and current residents.
• Must have a positive, upbeat demeanor with outstanding customer service skills, excellent communication and organizational skills.
• Remain calm and friendly when resolving customer concerns and ask appropriate questions and demonstrate effective listening.
• Interact with residents, staff, clients and vendors in a professional and courteous manner.
• Contribute ideas to the Community Manager for marketing the property and improving resident satisfaction.
• Responsible for seeking educational opportunities and self-improvement for personal growth and development.

• BA/BS Degree preferred
• Working knowledge of current technologies related to event planning and management or the ability to learn quickly a new program.
• 1-3 years of relevant experience encompassing all aspects of event planning, implementation and execution and/or concierge services.
• Experience in a luxury customer service environment.
• Working knowledge and interest in social media/Internet marketing.
• Strong computer skills including experience in Windows, Microsoft Word, Outlook, and Excel.
• Possess strong interpersonal and communication skills (written and oral) and be able to communicate well and in a positive manner to customers, employees, visitors, and vendors at all times.

OTHER IMPORTANT ATTRIBUTES AND SKILLS

• Must have a good, clear telephone voice and diction, and exhibit excellent customer service and phone etiquette.
• Must present and maintain a professional appearance and a friendly, upbeat, and positive demeanor at all times.
• Ability to multi-task while still exhibiting good judgment and composure in a fast paced environment.
• Excellent verbal and listening skills and strong organizational skills.
• Strong analytical skills and effective problem solving skills.
• Ability to prioritize, work independently, exercise good judgement and use discretion, all with minimal supervision.
• Ability to be flexible, dependable, versatile, and work well under pressure.
• Should be self-directed and motivated, organized, and demonstrate quick turnaround, follow through and follow up.
• Must be reliable and dependable with excellent attendance; attendance and punctuality are essential functions of this position.
• The flexibility to work nights and weekends during scheduled community events.

HOW WE SUPPORT YOU

For a complete benefits overview, please visit the benefits section of our careers page. In addition to providing employees with a great place to work, we offer a 20-40% housing discount at select JBG SMITH communities.

JBG SMITH is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, status as a protected veteran, disability, sexual orientation, genetic information or any other protected class, in accordance with applicable law.