Offer summary

Qualifications:

Fluency in English and Spanish is required., 2–3 years of experience in customer service or a call center environment preferred., Familiarity with CRM platforms and proficiency in Excel, Word, and Outlook is advantageous., Strong verbal and written communication skills, along with problem-solving abilities..

Key responsibilities:

Act as the primary point of contact for residents, addressing inquiries and concerns promptly.

Build and maintain positive relationships with residents and on-site teams.

Log all communications and updates in the CRM system for accurate record-keeping.

Manage resident satisfaction by providing solutions and escalating concerns when necessary.

Job description

Job Title: Resident Experience Specialist

Location: Fully Remote

Schedule: EST or MT (9AM to 6PM - with weekend shift on a rotating schedule)

Salary: $1800 - 2000 USD/month

** This role is exclusively available to candidates from Latin America. Please submit your resume in English. **

A dynamic and forward-thinking real estate company that owns and manages approximately 7500 apartment homes across diverse cities in Colorado, Utah, Kansas, Missouri, Florida, and Arizona is looking for a Bilingual Resident Experience Specialist.

The Resident Services Specialist acts as the primary point of contact for residents, focusing on building positive relationships and ensuring excellent customer service. This role handles resident-related administration, phone interactions, and email communications with a calm and professional demeanor, ensuring quick resolution to inquiries and concerns.

Key responsibilities:

Build and maintain positive relationships with residents by addressing inquiries, concerns, and requests promptly.
Build and maintain positive relationships with on-site teams of the properties that are being supported.
Respond to resident inquiries via telephone, email, and text, determining and providing appropriate solutions.
Focus on quality customer service, processing solutions efficiently or directing issues to the correct team.
Manage resident satisfaction by providing solutions to issues while adhering to policy guidelines and escalating concerns when necessary.
Place outbound calls to follow up on resident matters and provide additional information as needed.
Log all communications and updates in the CRM system for accurate record-keeping.
Perform training and development tasks as required.

Requirements

Must be fluent in English and Spanish.
2–3 years of experience in customer service or a call center environment preferred.
Familiarity with CRM platforms, Yardi, Excel, Word, and Outlook is advantageous.
Excellent verbal and written communication skills.
Strong interpersonal and emotional intelligence abilities.
Ability to multitask, prioritize effectively, and work efficiently under minimal supervision.
Organized and detail-oriented, with strong problem-solving skills.
Customer service-driven with a focus on empathy and authenticity.
Flexible and adaptable to a fast-paced, ever-changing work environment.
Technical proficiency and the ability to work with various online platforms.
Capable of working weekends on a rotating schedule.
Strong problem resolution and troubleshooting skills.
Required communication with onsite staff.
Ability to follow an approval process and work quickly to solve customer service issues.