Customer Service Representative (Voice or Non Voice)

Overview

As a Resident Support Coordinator, you will be the first point of contact for our residents, providing exceptional support email and text. Your role will focus on ensuring residents have a smooth and positive experience by addressing their inquiries, resolving concerns, and collaborating with internal teams to provide timely solutions. In a typical week you can expect to review, analyze, and address 200+ resident inquiries ranging from questions about a lease, to billing disputes, to maintenance concerns. If you love to run, you’ll thrive. Efficiency is the name of this race, as we never settle for sub-standard communication, but require you to handle multiple cases each and every hour

Key

Responsibilities

Resident Interaction: Serve as the primary contact for residents, responding to inquiries, resolving issues, and providing guidance through various communication channels. Case Management: Log, track, and manage resident interactions in the system, ensuring timely follow-ups and resolution. Complaint Handling: Managing irate or dissatisfied residents, de-escalating situations, and offering resolutions that align with company policies. Collaboration: Coordinate with internal teams to address resident concerns effectively and escalate complex cases as needed. Quality Assurance: Maintain a high standard of service supported by resident surveys.

Qualifications

Amenable to onsite setup with flexibility for rotating shifts. At least 1 year of experience in property administration, facilities management, housing services, or community management. Background in customer service, hospitality, tenant relations, account coordination or related field is preferred. Exceptional communication and organizational skills, with a tech-savvy mindset. Prior experience with Salesforce or Pipefy a plus. Demonstrated empathy, patience, and problem-solving abilities in resident or customer interactions. Self-motivated and adaptable to dynamic environments, with the ability to manage multiple priorities simultaneously.