Community Officer Posted Feb 07
Jones Lang LaSalle Building Operations (India) Pv t. Ltd. , Bengaluru, Karnataka, India
 
Community Management & Events
Manage all building operations and communicate with Tenant Relations to ensure highest level of customer satisfaction
Develop community initiatives designed to create connections between customers, including member introductions, overseeing events, electronic and print communications, and building walkthroughs
Solve customer-related issues to ensure a cohesive community and manage member expectations
Meet with customers to resolve issues, and other issues of complexity
Oversee events to ensure there is a good balance of educational, customer appreciation, and sales-related events and to review for adequate procedural safeguards for the protection of customers and company assets
Proactively gather data on customers needs,objectives and identify both RMZ and customer services that could help members achieve their needs
Seek opportunities to engage customers to discover and discuss customers objectives, i.e. using customer service request as an opportunity to learn more about customer and any other needs customers may have
Identify opportunities and act on them to connect customers and build community
Design and implement rules, guidelines and best practices for the community to optimize customer experience
Recommend best practices, including but not limited to: community management, sales, events, and customer experience on a company-wide level
Exercise discretion in guiding prospective customers, including possibly gatekeeping
Resolve customer complaints
Business Development:

Take responsibility for Leasing and community dynamics
Conduct tours to work towards and maintain 100% building occupancy
Lead tours for VIPs, i.e. guests of RMZ
Engage in the larger community of the market by attending events and networking with community
Manage and maintain relationships with Facility Managers of B2B clients of RMZ
Building Management:

Make recommendations to Property Management Head on any repairs, maintenance, or updates required in your building
Analyze tickets by area to identify and resolve issues presented, i.e. insufficient cleaning staff, repeating related failures, malfunctioning areas equipment, etc.
Set priorities using ticket data and clearly communicate adjustments to team
Produce comprehensive quality control reports that allow all stakeholders to improve member experience
Review all base building documents to ensure the data is updated and accurate
Supervise move-ins and move-outs for quality experience
Review daily reports and work with team to finalize weekly and monthly reports that outline community and sales progress
Expense management for the building
Know and be able to implement customer safety plans, i.e. fire and emergency plans
Personnel Management
Be a part of the team within a building to reach sales goals and execute on their objectives as an individual and a team
Lead professional development within team
Perform weekly one-on-one meetings to track performance as a team
Oversee and keep team up to date with process changes
Oversee team including performance management reviews
Requirements:

Customer service and sales experience required, Preferably from Hotel Background
Project management and business operations experience required
Must have strong verbal and written communication skills
Cold-outreach experience a plus
Understanding and experience managing a team of more than two people
Exceptional organizational and multitasking skills
Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
Passion and understanding for entrepreneurial communities
Passion and understanding for RMZ mission and values

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