Resident 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

The position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 25 lbs or more following appropriate safety procedures. This movement can occur throughout the day. 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.

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

Hours

Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.