Customer Service Representative

Job Overview<br />The Resident Services Specialist will provide residents with information in response to inquiries, concerns and requests about products and services. The Resident Services Specialist will resolve complaints, errors, account questions, billing and other queries and may occasionally log and document residents' calls if necessary or directed by management.<br /><br />Your Responsibilities<br /><br />Professionally handle incoming requests from residents and ensure issues are resolved promptly and thoroughly.<br /><br />Collaborate directly with Property Managers, Regional Directors, internal departments and the National Customer Care Center to ensure timely resolution of all inquiries.<br /><br />Document resolution of all interactions within the appropriate systems and applications.<br /><br />Resolve all open inquiries within prescribed timelines.<br /><br />Gather information from residents, board members and vendors, access their account and evaluate their needs, educate them where applicable to prevent future contacts, and document interactions through contact tracking.<br /><br />Provide quality service and support in a variety of areas.<br /><br />Review and close all homeowner service tickets and Open Calls in Connect that are not awaiting an Association Manager response.<br /><br />Maintain a balance between company policy and customer benefit in decision‑making.<br /><br />Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.<br /><br />Work cross‑functionally to effectively solve client‑facing problems.<br /><br />Assess and waive late fees when appropriate.<br /><br />Schedule move‑in/out arrangements and special requests.<br /><br />Reserve clubhouse, party rooms and elevators as needed.<br /><br />Assist realtors and sellers with ordering resale documents.<br /><br />Assist with homeowner document requests.<br /><br />Additional assignments and duties may be assigned from time to time.<br /><br />Skills &amp; Qualifications<br /><br />Associate’s degree in business or related field preferred, or equivalent combination of education and experience.<br /><br />2–3 years of customer service experience in a service‑industry setting.<br /><br />Strong proficiency in Windows and Microsoft Office (Outlook, Word, Excel, etc.).<br /><br />Ability to learn and navigate new technology platforms.<br /><br />Property Management or Real Estate experience is a plus.<br /><br />Effective interpersonal and communication skills.<br /><br />Excellent organization, planning, motivation and interpersonal skills.<br /><br />Critical thinking, complex problem‑solving, judgment and decision‑making ability.<br /><br />Strong work ethic, detail‑oriented with excellent multi‑tasking skills.<br /><br />Ability to prioritize work, meet deadlines and work well under pressure.<br /><br />Ability to work with sensitive or confidential information.<br /><br />Ability to work in a team environment as well as independently and be self‑driven.<br /><br />Physical Requirements<br /><br />Able to lift up to 30 pounds.<br /><br />Able to squat, kneel, stoop to floor level, occasionally climb and walk.<br /><br />Able to speak clearly and be understood.<br /><br />Able to see objects up close, read printed instructions and recognize numerals.<br /><br />Able to concentrate without interruptions.<br /><br />Able to follow instructions and handle occasional stress on the job.<br /><br />What We Offer<br />As a full‑time exempt associate, you will be eligible for comprehensive benefits including multiple medical plans, dental, vision, EAP services, life insurance, long‑term disability coverage, vacation and sick time off, 10 paid holidays, and a 401(k) with company match.<br /><br />Compensation<br />$24 – $25 hourly<br /><br />#J-18808-Ljbffr