Customer Service Support Specialist

Job Overview

As a Resident Support Specialist you will focus on resident interactions and acts as a liaison between Community Managers, internal teams, and residents to ensure that lines of communication are open and viable, with a primary focus on providing excellent customer service. As part of the regional operations team covering a variety of community association support functions, other specialty roles may be assigned based on need.

Responsibilities

• Respond with great customer service to a high volume of emails and phone calls.
• Serve as the customer service front line while answering emails.
• Handle escalated phone calls from our Customer Care Center.
• Receive, record, respond, and/or route customer inquiries in an appropriate manner.
• Investigate customer inquiries, concerns, and issues in a timely and courteous manner.
• Document all contacts, actions, and responses in customer database.
• Aid in correspondence with mass communication emails.
• Follow established policy and procedures.
• Collaborate with internal team to ensure highest level of service is provided.
• Respond clearly and effectively to homeowner inquiries as needed.
• Maintain accurate property, owner and resident information in company software.
• Utilize Standard Operating Procedures to strive to exceed department expectations.
• Provide administrative support to the operations team as needed.
• Special projects and other duties as assigned by supervisor.

Skills & Qualifications

• Two years of experience preferred in administrative office functions including data entry, internal/external communication and task prioritization.
• Experience in high volume processing highly preferred.
• Bachelor’s Degree or combination of education, experience and training.
• Ability to work independently and with minimum supervision in a fast-paced environment.
• Ability to interact with owners, residents and internal associates.
• Ability to work alongside team members to assist in troubleshooting and problem solving.
• Flexible, organized and able to handle competing priorities.
• Strong communications skills (i.e., conversational skills and writing skills).
• Strong computer skills with a proficiency in MS Office Suite.
• High level of attention to detail.
• Ability to establish and maintain effective working relationships.

Physical Demands

• Sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 25 lbs or more following appropriate safety procedures.
• Must also be able to climb several flights of stairs if necessary.
• Must be able to sit and stand for extended periods of time.
• Must be able to communicate both on the phone and in person with our clients in order to resolve issues and manage the business.
• Must have finger dexterity for typing/using a keyboard.
• Must be mobile enough to move around both the office in order to make copies, send mail and faxes and to walk around the property.
• This could include lengthy walks on uneven areas.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other associates.
• Capable of working extended hours, to include evenings, weekends and holidays as necessary.
• This position may alternate between working indoors in a controlled climate and with proper lighting, to an outdoors setting with variable climate and lighting.
• Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills.
• Must be able to work on more than one assignment at a time with frequent interruptions, changes and delays.
• Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances.

What We Offer

• Full comprehensive benefits to include your choice of multiple medical plans, dental, vision, and others.
• Time off benefits, paid holidays and a 401k with company match.
• Occasional travel may be required to attend training and other company functions.

Compensation

$19.00/hour