Respond to and resolve resident, guarantor, and customer inquiries via phone and email; manage and document ServiceNow tickets end-to-end; liaise with property teams and internal departments; train, coach, monitor, and hold third‑party call center agents accountable to service and quality metrics; provide timely, professional follow-up and maintain detailed records.
The Customer Relations Representative responds to and resolves a wide variety of customer concerns related to American Campus Communities (ACC). This position maintains and supports a service-oriented relationship with our customers, provides timely responses with appropriate solutions to Customer Relations tickets, keeps records of customer interactions, communicates effectively with on-site and departmental managers, and follows communication procedures, guidelines, and policies to provide exceptional customer relations experience.
In addition, this role is responsible for training, coaching, and supporting third-party call center agents to ensure consistent adherence to customer service standards, company policies, and quality expectations. The Customer Relations Representative monitors agent performance, provides feedback and performance coaching, identifies training opportunities, and holds third-party agents accountable for meeting established service levels, quality metrics, and customer satisfaction goals.
This role requires excellent communication skills, the ability to maintain composure in difficult situations, strong coaching and performance management capabilities, and a desire to make a difference and ensure customer satisfaction.
Job Responsibilities: (OTHER DUTIES MAY BE ASSIGNED)
In addition, this role is responsible for training, coaching, and supporting third-party call center agents to ensure consistent adherence to customer service standards, company policies, and quality expectations. The Customer Relations Representative monitors agent performance, provides feedback and performance coaching, identifies training opportunities, and holds third-party agents accountable for meeting established service levels, quality metrics, and customer satisfaction goals.
This role requires excellent communication skills, the ability to maintain composure in difficult situations, strong coaching and performance management capabilities, and a desire to make a difference and ensure customer satisfaction.
Job Responsibilities: (OTHER DUTIES MAY BE ASSIGNED)
- Deliver exceptional customer service by professionally responding to resident, guarantor, and customer inquiries and concerns via phone, email, and other communication channels regarding the Company.
- Manage and resolve Customer Relations ServiceNow tickets from receipt through resolution, including creating and updating cases, researching issues, gathering necessary information, escalating concerns when appropriate, documenting actions taken, and providing timely follow-up to customers.
- Partner with on-site leadership and property teams to investigate and resolve customer concerns in a prompt, professional, and customer-focused manner.
- Accurately document all customer interactions, inquiries, complaints, resolutions, and follow-up actions within ServiceNow to ensure complete and detailed records.
- Serve as a positive representative of the Company by promoting professionalism, empathy, and strong customer relationships through every interaction.
- Act as a liaison between residents, guarantors, property staff, Management Services, and other internal departments to facilitate effective communication and issue resolution.
- Support the training, coaching, and ongoing development of third-party call center agents to ensure compliance with customer service standards, company policies, and quality expectations.
- Monitor and evaluate third-party call center performance, provide constructive feedback, identify training opportunities, and hold agents accountable for meeting established service, quality, and customer satisfaction metrics.
American Campus Communities Culture Commitments
- Our people are devoted to a culture of inclusion, diversity, and equality in the workplace and our communities. We are committed to intentionally executing an evolving set of goals specific to inclusion, diversity, and accountability, driven by empathetic leadership and embraced by all.
- The core of American Campus culture involves everyone being fully invested in everything that we do down to picking up the smallest piece of trash in the office and around our communities. No matter their position or duration at the organization, everyone picks up trash.
- Serve as an American Campus representative and liaison in all interactions.
- Certain activities involved in this position may be photographed and/or video and audio recorded for quality control and/or training purposes. Compliance with the Photo, Video and Voice Recording Policy is a condition of employment.
Skills, Knowledge & Expertise
Education/Experience:
- Bachelor's degree preferred and/or equivalent combination of education and experience.
- 3+ years of direct experience in the Customer Service industry.
- Demonstrated experience in student/multi-family housing preferred.
Benefits & Perks
Benefits:
- Dental
- Vision
- 401(k) with Employer Matching
- Medical & Dependent Care Flexible Spending Accounts (FSA)
- Life Insurance
- Sick Leave
- Paid Time Off
- Paid Pregnancy & Childbirth Leave
- Paid Paternity Leave
- Health Insurance
- Health Savings Account (HSA) with Employer Matching
- Short-Term & Long-Term Disability
Perks:
- Preferred Membership Pricing at Local & National Companies
- CoreGiving Volunteer Days
- Referral Program
- Charity Matching Program
About
American Campus Communities is the nation’s largest developer, owner and manager of high-quality student housing communities.Whether we’re creating a new development, upgrading an acquired community, or partnering with a university to develop or manage on-campus housing, our goal is the same: deliver the best possible experience for students – at every price point.And it’s not just about great living spaces and great amenities. It’s about giving students the resources and environment they need to succeed, both academically and personally. Our Mission keeps us focused:Our values help us get there.Delivering the best possible student experience doesn’t just happen. It takes an unrelenting commitment to students, parents and educational institutions. It also takes a corporate culture built on shared values, a higher purpose, and a team of people who truly love what they do.
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