Resident Services Specialist

Job Overview

As a Resident Services Specialist, you’ll be responsible for providing residents with information in response to inquiries, concerns and requests about products and services. You will also resolve complaints, errors, account questions, billing, and other queries. This role reports to our Hoffman Estates corporate office.

Responsibilities

• Professionally handle incoming requests from residents and ensure that issues are resolved both promptly and thoroughly.
• Collaborate directly with Property Managers, Regional Directors, internal departments and National Customer Care Center to ensure timely resolution of inquires.
• Document resolution of all interactions within the appropriate systems and applications.
• Resolve all open inquiries within prescribed timelines.
• Thoroughly and efficiently gather residents, board members, and vendors information, access their account and evaluate their needs, by educating them where applicable to prevent the need for future contacts and document interactions through contact tracking.
• Provide quality service and support in a variety of areas.
• Review and close all homeowner service tickets and open calls in Connect that are not specifically awaiting an Association Manager response.
• Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
• Work cross functionally to effectively solve client facing problems.
• Process assessment and late fees. Waive late fees, if appropriate.
• Schedule move-ins and move-outs, including making special arrangements.
• Manage clubhouse and party room reservations.
• Schedule elevator reservations, including making special arrangements.
• Aid realtors and sellers ordering resale documents.
• Aid with homeowner document requests.

Skills & Qualifications

• Associate’s degree or higher in Business or a related field, or equivalent experience in an administrative capacity.
• Two to three years customer service experience, service industry experience preferred.
• Property Management or Real Estate experience is a plus.
• Must have strong proficiency in Windows and Microsoft Office.
• Ability to learn and navigate new technology platforms.
• Works effectively with coworkers, clients, customers, and others by sharing ideas in a constructive and positive manner; addresses problems and issues constructively to find mutually acceptable and practical business solutions.
• Superior oral and written communication skills.
• Ability to work with sensitive or confidential information.

What We Offer

• Full comprehensive benefits including your choice of multiple medical plans, dental, vision, life insurance, short-term and long-term disability, legal, identity theft, and pet insurance.
• Company-paid life insurance and benefits from our employee assistance program.
• Paid time off, paid holidays, tuition reimbursement, and a 401(k) with company match.

Compensation

$ 20.50 - 23.00 / hour

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.