Resident Services Specialist II (Customer Service)

About the role

We are seeking a Resident Services Specialist II to join our team. This role is integral to our operations, providing effective customer service to both tenants and non-tenants through incoming calls and emails. The successful candidate will have in-depth knowledge of our company’s products and programs.

Responsibilities

• Handle inbound calls and/or emails from tenants, vendors, potential tenants on a daily basis regarding company properties, resident accounts, resident maintenance repairs, to determine appropriate solutions.
• Focus on quality customer service, asking questions to determine specific issues and processing solutions or moving the issue to the correct person or work group for handling.
• Provide accurate and timely assistance to the caller and document transactional activity in CRM database or other systems, ensuring proper call handling and follow up as needed.
• Collaborate and communicate with internal departments, vendors, business partners; assist and participate in problem-solving in an effective and timely manner within job scope.
• Place outbound calls to follow up with customers and property management regarding actionable items and/or provide additional information.
• Support the department by assisting with special projects and other administrative duties as assigned.
• Attend in-person meetings and trainings as required.

Requirements

• High school diploma or GED required.
• Associate’s Degree preferred.
• A minimum of one year of experience within an inbound call center environment required.
• Experience with customer service software applications preferred.
• Bilingual abilities (English/Spanish) are a plus.
• Knowledge of Real Estate, construction, and/or Property Management industry preferred.
• Proficiency in PC skills and MS Office Suite required.
• Excellent communication (verbal and written), problem-solving, time management and conflict resolution skills.
• Strong relationship management, organizing and customer service skills.

Pay

The anticipated pay range/scale for this position is $19.17 hourly. Actual starting base pay within this range will depend on factors including geographic location, education, training, skills, and relevant experience. This position is eligible to receive monthly bonus payments.

Benefits

• Medical, dental, and vision insurance.
• Flexible spending accounts and/or health savings accounts; dependent savings accounts.
• 401(k) with company matching contributions.
• Employee stock purchase plan.
• Tuition reimbursement program.
• 9 paid holidays per year.
• Paid time off (PTO) accrued at a rate of 0.0577 hours of PTO per hour worked, up to a maximum of 120 hours per year.