Client Engagement and Property Specialist

4 weeks ago

Canberra, ACT, Australia Easy Authoring Full time

About the Role:

The Client Engagement and Property Specialist will be responsible for managing maintenance requests, including receipt of requests, issuing of work orders, and ensuring timely completion of work and billing.

Key Responsibilities:

  • Working in the customer contact centre to undertake tasks including receiving calls from clients and tenants; responding to repairs and maintenance requests via telephone, email or electronic property management system.
  • Coordinate the issuing of work orders to engaged and contracted trades staff; and following up to ensure trades report on progress of work and bill for completed work in a timely manner.
  • Provide a high level of customer service in responding to customer enquiries on the telephone and via email, actively contributing to achievement of key performance indicators.
  • Provide proactive feedback to requesters and building occupants on progress and completion of work requests.
  • Entering and responding to information in property system relating to the day-to-day maintenance of properties and customer enquiries and create and maintain records and work orders by inputting data into the records management and property management and maintenance systems accurately.
  • Manage the provision of keys and access passes to allow authorised persons and contractors access to properties for the purposes of maintenance or upgrades.
  • Manage transactions and processing of activities related to management of active properties and tenancies in a timely and customer focussed manner.
  • Manage enquiries and processes for the hire of facilities and hireable items such as flags and banner poles.
  • Utilise computer programs including Microsoft Office suite, property management programs, databases and property management programs.

Requirements:

  • Qualification/s in administration or customer service are desirable.
  • Demonstrated experience in a high-volume customer service or call centre role with an understanding of Building Maintenance and Tenancy issues.
  • Sound organisational skills, including the ability to effectively manage multiple tasks, determine priorities and demonstrate resilience in high pressure situations.
  • Well-developed communication (written and oral), interpersonal, representational and negotiation skills, including demonstrated ability to establish and maintain effective communication and working relationships with internal and external clients.

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