Resident Support Services Specialist

Description

Job Overview :

The Resident Services Specialist will provide residents, board members, managers, and vendors with information in response to inquiries, concerns, and requests about products and services. In addition, the Resident Services Specialist will resolve account questions, complaints, errors, billing, and other queries. The Resident Services Specialist may occasionally log and document residents’ calls if necessary or directed by management .

Responsibilities :

• Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors and ensure that issues are resolved both promptly and thoroughly.
• Collaborate directly with property managers, regional directors, internal departments, and associates to ensure a timely resolution of all inquiries.
• Document the appropriate resolution of all interactions within the appropriate systems and applications.
• Resolve all open inquiries within prescribed timelines while meeting all key performance indicators.
• Thoroughly and efficiently gather information from residents, board members, and vendors, access their accounts and evaluate their needs, educate 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 a Community Association Manager's response.
• Maintain an open line of communication with property managers, regional directors, and internal departments and associates.
• 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.
• Coordinate :
• Assessment and late fees – waive late fees, if appropriate.
• Move in / out – scheduling – including making special arrangements.

Skills & Qualifications :

What We Offer :

As an associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision. In addition, you will be eligible for time off benefits, paid holidays, and a 401k with company match.

Disclaimer :

The above information in 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