Customer Support Specialist

Asset Living is a third-party management firm and a proven partner in fostering thriving communities nationwide. Founded in 1986, Asset Living has decades of experience delivering exceptional value to our partners. Our growing portfolio includes multifamily, single-family home rentals, affordable housing, build-to-rent, active adult, and student housing divisions. We are a fast-growing company made up of talented individuals from diverse backgrounds that drive innovation and results for our clients and communities across the US. Recognized as one of the nation's Best and Brightest Places to Work and ranked in the NMHC top 50 professionals, Asset Living is a member of The Institute of Real Estate Management (IREM) and is recognized as an Accredited Management Organization (AMO).

About the role

We are seeking a proactive, empathetic, and detail-oriented Customer Support Specialist to join our team. In this role, you will be the first point of contact for our customers, ensuring their questions are answered, concerns addressed, and overall experience with our products/services is positive and efficient. The ideal candidate is comfortable handling a high volume of inbound calls while maintaining professionalism and excellent service quality.

Responsibilities

• Respond to a high volume of customer inquiries
• Provide accurate information about services, policies, and procedures
• Troubleshoot customer issues and guide them through appropriate solutions or escalate to relevant departments
• Maintain composure and efficiency in fast-paced environments with back-to-back customer interactions
• Identify trends in customer issues and report them to management or relevant departments
• Take and deliver messages or transfer calls to voicemail when appropriate personnel is unavailable
• Answer questions about the organization and provide callers with addresses, directions, and other information
• Complete word processing, graphical, spreadsheet, and database assignments as requested
• Compile, format, edit, and revise reports and presentations
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Maintain reliable internet/service connection to perform job duties
• Book travel arrangements as needed; prior experience booking travel preferred

Requirements

• High school diploma or equivalent (Bachelor’s degree preferred)
• Proven experience in a customer support or customer service role, preferably in a high call volume environment
• Proven experience booking travel arrangements and completing expense reports
• Excellent verbal and written communication skills
• Ability to multitask, stay organized, and manage time effectively under pressure
• Patience and strong problem-solving abilities
• Comfort with working in a structured environment with performance metrics
• Bilingual or multilingual capabilities preferred
• Experience with Concur or similar travel and expense platforms preferred

This job description should not be considered all-inclusive. It is merely a guide of expected duties. The employee understands that the job description is neither complete nor permanent and may be modified at any time. At the request of their supervisor, an employee may be asked to perform additional duties or take on additional responsibilities without notice. This is a safety-sensitive position and may be subject to additional compliance requirements.