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Resident Services Advisor
2 months ago
General Purpose
Reporting to the Resident Services Manager, the Resident Services Advisor uses their knowledge of company products, services, and policies to effectively communicate with residents within our managed communities. As the main point of contact for our communities' residents, the Resident Services Advisor is responsible for the prompt and courteous answering of inquiries via phone, chat, email and driving the customer experience.
Essential Duties and Responsibilities
- Answers all customer correspondence in a courteous and efficient manner.
- Research/resolve customer's problems which may require the review of account statements, creating work orders, setting up payment plans, waiving late fees and fines, and reviewing violations.
- Documents all homeowner interactions.
- Assists homeowners with technical inquiries (i.e., resetting passwords, finding documents and registrations on the Homeowners Association websites).
- Provides guidance on how homeowners may make payments via mail, online or in person.
- Assists closing attorneys with internal closing processes.
- Open support tickets for inquiries requiring additional information or follow-up.
- Other duties as assigned.
Qualifications/Requirements:
- A minimum of one year of customer service experience in an office environment is required.
- Property management / HOA, legal, or real-estate background preferred.
- Strong written and verbal communication skills to include the ability to actively listen.
- Ability to manage and de-escalate challenging phone calls.
- Excellent attention to detail.
- Comfortable working in multiple systems simultaneously.
- Ability to multi-task, set priorities and manage time effectively.
- Strong problem-solving skills.
- Highly organized.
- Excellent typing skills.
Experience/Training:
- High School Diploma or GED required.
Physical Demands:
- 40-hour work week Monday through Friday
- Ability to sit for long periods of time.
- Comfortable wearing a headset for extended hours.
- Schedules may range from 8AM - 6PM.
Safety Hazards:
Minimal. General office working conditions.
This job description does not list all the duties of the job. You may be asked by managers or directors to perform other instructions as needed. You will be evaluated in part based upon your performance of the tasks listed in this job description.
Management reserves the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
Benefits:
Medical
Dental
Vision
Life
401K
PTO
