Resident Support Liaison

Resident Support Liaison

On Top of the World Communities is different from all the rest! We offer decades of family owned expertise providing unmatched experience and dedication to building quality, energy efficient homes in a well designed, amenity rich community.

The Resident Support Associate Level 1 is responsible for delivering excellent customer service to the residents of On Top of the World Communities. This position serves as the first point of resident contact for walk-in traffic, general phone and email inquiries, work orders, modifications and scanning.

Benefits of being part of our World:

• Paid Time Off & Holidays after 90 days
• Vacation Time
• Fitness Membership Discount
• Eligible for Medical benefits after 90 days
• Company paid life insurance policy
• Employee Referral Program
• Employee Assistance Program
• Telehealth
• Educational Assistance
• Matching 401k

Responsibilities:

• Interacts with residents, contractors, and guests via walk-in, telephone or email to provide information on community rules, modifications, work orders, amenities etc.
• Handles and resolves resident complaints
• Builds and maintains relationships with residents by providing prompt and accurate service to promote customer loyalty
• Handles walk-in inquiries and trains residents on the check-in kiosk
• Assists with voicemails and answering phones as time allows
• Handles resident processes and matters in accordance with company guidelines
• Obtains and examines all relevant information in order to assess and validate complaints and determine possible causes
• Analyzes information and evaluates results to choose the best solution and effectively solve problems
• Effectively navigates databases utilized by the department
• Maintains a close working relationship with residents, visitors and related OTOW departments
• Performs all duties in adherence to Company standards
• Strives to maintain a safe working environment through the prevention of accidents, the preservation of equipment, and the achievement of safe working practices
• Maintains a positive and professional demeanor toward all residents, visitors and co-workers
• Performs other duties as assigned

Education and Experience:

• High School Diploma or equivalent required
• Previous customer service experience preferred

Skills and Knowledge:

• Must be able to read, write and understand English with strong business written and verbal communication and listening skills
• Computer skills, including Microsoft Office, required
• Must be able to read, understand, interpret and apply most community rules, regulations, and governing documents
• Must be outgoing, self-confident, enthusiastic and motivated, with an understanding of human behavior and possess proven conflict resolution and problem solving skills
• Strong organizational, decision-making, planning and research skills
• Must have the ability to prioritize and manage a variety of tasks efficiently
• Strong humanistic skills, initiative, good judgment, and the ability to express thoughts clearly and simply

Personal Attributes:

• Strong interpersonal skills
• Honesty and integrity
• Team builder and team player
• Emotionally intelligent
• Self-motivated
• Strong work ethic
• Commitment to diversity, equity and inclusion

Certifications or Licenses:

• A valid Florida Drivers License with acceptable driving history is preferred

Colen Built Development provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Colen Built Development will provide reasonable accommodations for qualified individuals with disabilities.