The Account Management Specialist provides administrative and customer support to the Account Management team. The incumbent is also responsible for resident service triage and independently supporting the White Glove Customer promise function for a small portfolio of retail only communities.

RESPONSIBILITIES:

Manage a small portfolio of properties / accounts to ensure compliance with White Glove Customer promise and compliance with SLAs. Provides the highest level of customer service in support of the portfolio(s) managed and in support of escalations within the team. Interacts and builds relationships with individual customers, Retail Leasing Agents, Property Management teams, and Boards of Directors. Utilizes independent discretion for process improvement, customer escalation issues, creating and coordinating on-site events, as well as ensuring that the company is meeting contractual commitments and service level agreements for their designated property. Maintains strict attention to detail and passion for organizational skills and strategy. Ensures all community retail codes match agreement, are accurate, and current. Oversees the services provided in the community common areas and work with the Commercial Sales team to address service issues or process additional services. Prepares and attends all meetings as required with Property Management and/or Board of Directors. Reviews requests for updates for the community channel and Hotwire Announcement section. Consistent exercise of independent judgment and discretion in matters of significance. Improves quality results by studying, evaluating, and re-designing processes and implementing necessary changes. Contributes to team effort by supporting the team with triage and administration support duties. Other duties as required or assigned.

MINIMUM QUALIFICATIONS:

Exceptional customer service skills and proven experience Bachelor’s degree in business, or related work experience a plus Property management or telecommunications experience a plus Must be able to provide own transportation to various locations in organizational service area

BENEFITS:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

Comprehensive Healthcare/Dental/Vision Plans 401K Retirement Plan with Company Match Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!) Paid Volunteer Time Paid Parental Leave Hotwire Service Discounts – for employees who live on a property serviced by Hotwire.  Discounted service offerings are provided for high-speed internet, video service, phone, and security service Employee Referral Bonuses Exclusive Entertainment Discounts/Perks

 

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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