Customer Care Specialist, Level 3

Customer Care Specialist Level 3 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 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 prospective 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. 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. #J-18808-Ljbffr Hillpointe