Sun Communities Concierge Specialist in Southfield, Michigan
Main Office (MOS)
As a member of Sun’s Concierge Team, the Concierge Specialist provides business process, software, technical, and operational troubleshooting and support services for internal team members. They partner with internal teams in varying capacities to ensure Sun team members are able to effectively locate the resources they need to perform their job duties. Additionally, they play a significant role in building a positive, well organized, and productive work environment.
Provide highly proficient support to all team members via telephone, support tickets, email, and online chat.
Manage large amounts of inbound and outbound communications in a timely and effective manner.
Serve as subject matter expert for locating key resources to assist team members in performing their job duties, including extensive use of Sun’s online Knowledge Base.
Maintain strong working knowledge of key people resources to assist team members in performing more complex job duties.
Maintain working knowledge of Sun’s key systems, processes, and people to assist with supporting team member inquiries.
Deliver information and share resources with team members requiring assistance in a manner which empowers them to seek resources independently.
Utilize exceptional customer service skills while exhibiting patience to exceed internal team members’ expectations.
Provide troubleshooting and problem solving assistance to resolve issues promptly.
Perform routine tasks such as resetting passwords, responding to support tickets, provide remote screen sharing assistance, etc.
Gather information, obtain feedback, and acquire written documentation during troubleshooting activities and resolution.
Document gaps in availability of documented processes and policies.
Other duties as assigned.
High School Diploma or GED
Minimum of 2-3 years experience in a customer service role
Minimum of 1-2 years experience resolving issues for remote users
Previous help desk experience, preferred
Ability to fluently read, write and speak English and Spanish, preferred
Ability to be highly customer focused and adapt to different personality types/communication styles
Ability to identify internal team members’ needs, clarify information and requests, and provide recommended solutions
Strong communication, multitasking, and time management skills
Reading comprehension and basic math skills
Ability to follow directions and give verbal instructions to team members via telephone or internet chat
Ability to work independently as well as part of a team
Demonstrated ability to use technology and online systems effectively, including advanced ability to perform online searches
Proficient in Windows computer operating environments with strong knowledge of Microsoft Office suite
Previous experience using online CRM, property management, financial, and online database software preferred
Ability to work a flexible schedule, including evenings and weekends, with ability to work occasional overtime as needed
At Sun Communities, you will be part of an industry-leading organization where you will be challenged, inspired, rewarded and transformed. We place a high priority on our team members, and this is a big part of what sets us apart. We will ask you to give us your very best every day, and will challenge you with interesting work, stretch assignments, a collaborative and supportive work environment and plenty of learning and growth. In exchange, we will reward you with great pay, advancement opportunities, paid time off, great benefits, and flexibility.
Comprehensive Medical and Prescription coverage with two PPO plan designs so you can choose the plan that best meets the needs of you and your family
Comprehensive Dental Plan
Voluntary Vision Plan with the option of electing coverage for you and your family members at affordable rates
Voluntary Health and Dependent Care Reimbursement Accounts
Life and Accidental Death and Dismemberment Insurance
Short and Long-Term Disability Coverage
401(k) Plan with employer matching contribution
Paid Parental Leave
Employee Assistance Program
Identity Theft Insurance
Tuition Reimbursement program providing financial support to team members who further their formal education
Site Rent Discounts for team members who live in our communities
Paid Time Off including nine holidays, vacation, personal, sick time, bereavement and pay for jury duty
Southfield, MI, US