From Summer Interns to Leading Customer Care
2019 interns now lead our customer care efforts.
As summer interns in 2019, Riley and Izzy knocked it out of the so-called park supporting our team with diverse and important tasks – writing, photo archiving, administrative tasks, data collection and entry, compliance, and project coordination.
So much so that when they graduated, we jumped on the opportunity to bring them onto our team full-time and tasked them with helping establish Cohere’s customer care service. Residents can and do call or email our customer care team to get questions answered, report community concerns, resolve account issues and everything in between.
As a company, we are committed to working in partnership with residents and as such, we are committed to providing exceptional customer care.
Month-over-month, customer satisfaction is reported at 88%. With more than 60 daily interactions (and growing) between our team and residents, we are proud that 75% of these interactions are resolved with “one-touch”, and that 60% are resolved within 24 hours or less. In fact, the median time from a concern in to resolution out is 1.2 hours.
Even better, we pride ourselves on empowering our team to go above and beyond. After sharing a conversation with Izzy, Riley, or another member of our customer care team, you just might receive a handwritten note acknowledging your recent birthday, son’s graduation, or your first home. Or you just might receive a call or an email with a detailed list of clubs and groups in your community to help you get connected since the passing of your husband.
More about Izzy
Born in Columbus, Ohio and currently living in San Diego, Izzy graduated from Northern Arizona University (NAU) in Flagstaff with a degree in business management and certification in marketing.
During her time at NAU, she served as the director of recruitment events for her sorority where she planned and executed events to help her chapter to grow.
She enjoys hanging out with her friends (her bestie, Riley), visiting the beach, and visiting family back in Arizona, including her beloved family golden doodle, Daisy.
More about Riley
Riley Zavala is from Peoria, Arizona and currently lives in San Diego. She graduated from NAU in Flagstaff with degree in strategic communications that emphasized public relations and advertising.
While at NAU she served as the director of philanthropy in her sorority, assisting her chapter in planning events and fundraisers to raise money for St. Jude Children’s Research Hospital.
She enjoys hanging out with friends (her bestie, Izzy), exploring San Diego, snowboarding, and hiking.