Customer Care Specialist

The Customer Care Specialist, Level 5, acts as a centralized contact for current and former residents regarding lease renewals, delinquent accounts, and outstanding balances. This role handles a high volume of inbound and outbound communications, provides accurate and timely information, and supports portfolio-wide communication efforts in accordance with company policies and procedures. The position works closely with centralized operations and on-site teams to ensure consistent, professional, and effective resident interactions. Key Responsibilities Serve as a primary contact for current and former residents regarding renewals, delinquency, and account balances. Manage high-volume inbound and outbound communications via phone, email, text, and resident portals. Provide accurate information on renewal terms, payment expectations, delinquency status, and next steps in line with company policies. Support renewal communications and prepare renewal offers, leases, and related documentation in the property management system. Conduct outreach on unpaid balances and account resolution options in compliance with Fair Housing and debt collection regulations. Educate residents on approved credit‑support programs and reporting practices. Escalate complex issues as needed and document all interactions accurately in the system. Qualifications High school diploma or equivalent required; associate or bachelor’s degree preferred. 3+ years of experience in resident services or property management support. Strong verbal and written communication skills. Familiarity with property management systems. Ability to manage a high volume of inbound and outbound communication efficiently. Success Metrics Demonstrates strong partnership with centralized operations, on-site teams, and leadership. Successfully completes assigned delinquency and past resident outreach efforts within required timelines. Meets or exceeds established response-time standards for inbound resident and past resident inquiries across phone, email, text, and portal communications. #J-18808-Ljbffr