Customer Care Associate at Carr in Bethesda, Maryland

Job Description:

Department:       Property Management

Reports To:          Property Manager

FLSA Status:         Non-Exempt

OVERALL PURPOSE OF POSITION

This individual must have a genuine desire to offer exceptional service. The ideal candidate must have excellent communication skills and be committed to delivering a distinctive hospitable experience to all our guests and customers.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Welcome guests and customers and assist with check-in as needed; be present, engaged, and observant.


• Perform routine visual inspections of main entrance, path of travel, and lobby amenity spaces.


• Maintain reservation booking systems. 


• Ensure lobby experience is on brand by monitoring Wi-Fi technology, music, scent, digital amenity screens content, and other amenity offerings.


• Assist Customer Engagement Manager in planning and coordinating customer events. 


• Be knowledgeable of the areas surrounding the property, Carr portfolio and other offerings.


• Utilize customer relations management, to share knowledge gained regarding our key customer contacts.


• Communicate effectively with our customers, property team and service providers including the security and janitorial teams.


• Prepare correspondence to customers regarding the Carr Experience, building amenities, programming, and area activities as requested.


• Coordinate Fitness Center activities including registration and scheduling of classes; as well as other fitness and wellness related events.


• Manage service work ticket workflow (Visitt) to ensure compliance with service level expectations (SLE’s) and provide proactive follow up with our customers by utilizing the Visitt platform.


• Become a subject matter expert of the Carr App and our SOPs for Distinguished Hospitality approach.


• Obtain and maintain notary license to assist customers.


• Provide support to Property Management, Marketing and Engineering staff as needed.

ESSENTIAL KNOWLEDGE & SKILLS

• Passion for delighting customers.


• Reliable, inquisitive, and patient.


• Ability to promote teamwork among associates to accomplish goals and to meet and exceed the needs of the customers.


• Exceptional organizational and multi-tasking skills.


• Excellent verbal and written communication skills.


• Ability to read, analyze, and interpret general business communications.


• Ability to solve practical problems.


• Computer proficiency (including Microsoft Word, Excel, or spreadsheet knowledge).

EDUCATION & EXPERIENCE

• Bachelor’s degree (preferred)


• 1-2 years of experience in the hospitality or customer service industry

Carr is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.