Customer Care Specialist, Level 3

Essential Responsibilities

• Respond promptly to inquiries, providing personalized assistance and converting leads into scheduled or virtual tours.
• Accurately record and update prospect information, notes, and follow-ups to support seamless communication with the onsite leasing teams.
• Routinely route calls to the appropriate team, handle light service requests, and assist with prospective resident inquiries.
• Support prospectives residents through the application process including documents, resolving issues, and coordinating with property teams.
• Address escalated issues professionally and refer complex cases to management when needed.
• Share insights to enhance processes, scripts, and training based on front-line experience.
• Communicate regularly with leaders, share property updates, and assist with mentoring National Leasing Specialists.
• Take on additional tasks and projects needed to support team and property success.

Qualifications & Abilities

• Experience in a call center, property management, or customer service environment
• Weekend availability required, including Sunday
• Strong proficiency in CRM systems
• Excellent verbal and written communication skills
• High attention to detail and accuracy
• Ability to multitask, prioritize, and manage time across high volumes of requests
• Comfort in using phone, SMS, email, chat/messaging platforms
• Empathetic, patient, and customer-centric mindset with the ability to deescalate
• Exceptional problem-solving abilities
• Comfortable tracking metrics, identifying trends, proposing improvements