Customer Support Specialist

Job Description

Job Description

Customer Care Specialist Level 3

This is an onsite role(not remote or hybrid). 

The Customer Care Specialist Level 3 position will perform all duties including handling inbound prospect calls, scheduling tours, conducting virtual tours, outbound follow-ups, reputation management response, etc. This role supports with resident customer service calls, and application facilitation. This role is central to converting prospects into residents and maintaining ongoing resident satisfaction through proactive and reactive support. 

ESSENTIAL RESPONSIBILITIES

• Respond promptly to inquiries, providing personalized assistance and converting leads into scheduled or virtual tours.
• Accurately record and update prospect information, notes, and follow-ups to support seamless communication with the onsite leasing teams.
• Route calls to the appropriate team, handle light service requests, and assist with prospective resident inquiries.
• Support prospectives residents through the application process including documents, resolving issues, and coordinating with property teams.
• Address escalated issues professionally and refer complex cases to management when needed.
• Share insights to enhance processes, scripts, and training based on front-line experience.
• Communicate regularly with leaders, share property updates, and assist with mentoring National Leasing Specialists.
• Take on additional tasks and projects needed to support team and property success.

QUALIFICATIONS & ABILITIES

• Experience in a call center, property management, or customer service environment
• Weekend availability required, including Sunday 
• Strong proficiency in CRM systems (any type of software that helps manage customer information)
• Excellent verbal and written communication skills
• High attention to detail and accuracy
• Ability to multitask, prioritize, and manage time across high volumes of requests
• Comfort in using phone, SMS, email, chat/messaging platforms
• Empathetic, patient, and customer-centric mindset with the ability to deescalate
• Exceptional problem-solving abilities
• Comfortable tracking metrics, identifying trends, proposing improvements

The Bachrach Group (TBG) is a New York-based staffing and recruiting agency founded in 1974 by Richard Bachrach. The agency specializes in facilitating placements for professionals across various industries on a nationwide scale. TBG's overarching mission is to deliver tailored staffing solutions to its client base while simultaneously providing job seekers with career prospects. The company relies on its team of recruiters, who leverage their industry knowledge and networks to connect employers with top talent. TBG provides a comprehensive range of staffing services, including direct hire, temporary staffing, Recruitment Process Outsourcing (RPO), and contract staffing. The agency has consistently achieved notable rankings in Crain's lists, ranking as the largest search firm in NYC since 2020.

Company Description

The Bachrach Group (TBG) is a New York-based staffing and recruiting agency founded in 1974 by Richard Bachrach. The agency specializes in facilitating placements for professionals across various industries on a nationwide scale. TBG's overarching mission is to deliver tailored staffing solutions to its client base while simultaneously providing job seekers with career prospects. The company relies on its team of recruiters, who leverage their industry knowledge and networks to connect employers with top talent. TBG provides a comprehensive range of staffing services, including direct hire, temporary staffing, Recruitment Process Outsourcing (RPO), and contract staffing. The agency has consistently achieved notable rankings in Crain's lists, ranking as the largest search firm in NYC since 2020.