Customer Service Representative
Job Summary
As a Resident Support Coordinator, you will act as the primary point of contact for residents, handling inquiries via email and text. Your role involves resolving concerns, managing cases, and collaborating with internal teams to ensure a high-quality, efficient service experience. You will be responsible for balancing speed and empathy to maintain resident satisfaction in a fast-paced environment.
Responsibilities
- Manage resident inquiries via email and text
- Track and resolve resident issues and complaints
- Collaborate with internal teams for complex cases
- Maintain service quality and high response standards
Required Skills
- Fluent English communication
- Customer service or property management experience
- Tech-savvy (Salesforce/Pipefy experience preferred)
- Strong problem-solving and empathy skills
Job Details
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.
Requirements:
- Prior experience in customer service, hospitality, property management, or a related field is preferred.
- Insurance background is a plus.
- English fluency. Our residents should believe they are talking to someone where English is their first language.
- 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.