Residential Service Ambassador

4 days ago

Tampa, Florida, United States Second Avenue Full time
Exceptional Customer Experience Specialist

Second Avenue is a premier platform for enabling institutions to deploy meaningful capital into single-family residential assets. Leveraging proprietary technology and exclusive relationships, we bring scale to select markets across the US.

Our company provides comprehensive sourcing, acquisition, and property management services for our clients. With approximately 180 employees and major offices in Chicago and Tampa, Second Avenue is a growing organization dedicated to delivering high-quality service and performance to investors, team members, and residents.

Job Summary:

We are seeking an exceptional Residential Service Ambassador to deliver outstanding customer service by promptly addressing inbound inquiries through phone and email. This role is pivotal in evolving our service center model into an efficient help desk.

  • Respond to inbound phone inquiries from customers, ensuring accurate and high-quality responses.
  • Manage and resolve customer inquiries and issues with a proactive attitude.
  • Provide dedicated and high-quality service to residents, displaying a positive sense of urgency.
  • Craft responses to incoming emails using established scripts and methodologies.
  • Employ analytical and critical thinking to enhance inquiry handling, expediting resolutions for customers.
  • Research necessary information using multiple resources and systems.
  • Direct calls, emails, and inquiries/requests to relevant departments or individuals as needed.
  • Accurately document information within the system to ensure proper capture of inquiries.
  • Identify and escalate priority issues appropriately.

Required Skills and Qualifications:

  • Bachelor's degree in Business, Accounting, Finance, or related field preferred.
  • Three years of experience in inbound call centers, real estate/property management, or customer service.
  • Bilingual (Spanish) proficiency preferred.
  • Excellent verbal and written communication skills.
  • Strong conflict resolution and active listening skills centered around empathy and top-tier customer service.
  • Familiarity with call center metrics and Key Performance Indicators (KPIs).
  • Proficiency in computer use, including Microsoft Outlook, Word, and Excel.

Compensation and Benefits:

This full-time position offers a competitive salary range of $45,000 - $55,000 per annum, along with benefits including medical, vision, and dental insurance, employer-paid short- and long-term disability, 401(k), paid holidays, and vacation time.

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