FAQs
What is the primary role of the National Multifamily Account Coordinator?
The primary role is to provide world-class support to National Account Customers by coordinating service, billing, and monitoring support, while ensuring that Service Level Agreements and Branch Metrics are met.
What qualifications are required for this position?
A High School Diploma or General Education Degree (GED) and one year of experience supporting sales or service-related business are the minimum qualifications required.
What skills are important for a National Multifamily Account Coordinator?
Important skills include strong organizational abilities, excellent listening skills, customer service and interpersonal skills, and the ability to prioritize and manage multiple assignments.
What are the key metrics for this role?
Key metrics include Mean Time to Resolution, retention, activation rate within properties, and Net Promoter Score.
Is training provided for Property Managers?
Yes, the role includes training and retraining Property Managers of specific customer properties after initial training by Customer Service Managers.
What type of reports will the National Multifamily Account Coordinator need to prepare?
The coordinator will need to prepare formal correspondence in response to customer questions or concerns and compile data into reports submitted to management in a timely manner.
What kind of work environment can be expected?
The work environment is a normal office setting with a moderate noise level, and work hours may vary to support company metrics.
Are there physical demands for this job?
Yes, the job requires occasional standing, walking, and lifting/moving items up to 25 pounds, among other physical activities.
Is there a requirement for mandatory overtime?
Yes, the position may require mandatory overtime when necessary to meet company metrics.
What kinds of customer interactions can be expected in this role?
The coordinator will serve as the primary Tier 1 support person, hold calls with Property Managers, handle customer escalations, and ensure all customer correspondence is addressed within 24 hours.