Customer Service Champion for Residential Communities

1 week ago

Tampa, Florida, United States Second Avenue Full time
Job Overview

This is a full-time, salaried position that offers an estimated annual salary of $54,000-$65,000 based on experience and location.

About the Role

The Resident Experience Specialist plays a pivotal part in delivering exceptional customer service by promptly addressing inbound inquiries via phone and email. This role is crucial in evolving the service center model into an efficient help desk, reporting directly to the Customer Experience Manager.

Duties and Responsibilities
  • Respond to incoming calls from residents, ensuring timely and accurate resolutions.
  • 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 thinking to enhance inquiry handling, expediting resolutions for customers.
  • Research necessary information using multiple resources and systems.
  • Direct calls, emails, and inquiries 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
  • High School diploma or equivalent required.
  • Three years of experience in inbound call centers, real estate/property management, or customer service preferred.
  • Bilingual proficiency preferred, though not required.
  • 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.
  • Ability to effectively prioritize and multitask within a fast-paced environment.
  • Positive, friendly attitude and adept at collaborative work.
Benefits
  • Medical, Vision, and Dental Insurance.
  • Short- and Long-Term Disability coverage.
  • 401k plan with employer matching.
  • Paid Holidays and Vacation time.
About Second Avenue

Second Avenue is a growing company providing all aspects of sourcing, acquisition, and property management services for its clients. With approximately 180 employees across major offices in Chicago and Tampa, we strive to deliver the highest level of service and performance to investors, team members, and residents.

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