Resident Services Specialist

Description

Job Overview

As a Resident Services Specialist, you’ll be responsible for providing residents with information in response to inquiries, concerns and requests about products and services. You will also resolve complaints, errors, account questions, billing, and other queries.

This role reports to our Hoffman Estates corporate office.

Your responsibilities

• Professionally handle incoming requests from residents and ensure that issues are resolved both promptly and thoroughly.
• Collaborate directly with Property Managers, Regional Directors, internal departments and National Customer Care Center to ensure timely resolution of inquires.
• Document resolution of all interactions within the appropriate systems and applications.
• Resolve all open inquiries within prescribed timelines.
• Thoroughly and efficiently gather residents, board members, and vendors information, access their account and evaluate their needs, by educating them where applicable to prevent the need for future contacts and document interactions through contact tracking.
• Provide quality service and support in a variety of areas.
• Review and close all homeowner service tickets and open calls in Connect that are not specifically awaiting an Association Manager response.
• Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
• Work cross functionally to effectively solve client facing problems.
• Process assessment and late fees. Waive late fees, if appropriate.
• Schedule move-ins and move-outs, including making special arrangements.
• Manage clubhouse and party room reservations.
• Schedule elevator reservations, including making special arrangements.
• Assist realtors and sellers ordering resale documents.
• Assist with homeowner document requests.

Skills & Qualifications:

• Associate’s degree or higher in Business or a related field, or equivalent experience in an administrative capacity.
• Two to three years customer service experience, service industry experience preferred.
• Property Management or Real Estate experience is a plus.
• Must have strong proficiency in Windows and Microsoft Office.
• Ability to learn and navigate new technology platforms.
• Works effectively with coworkers, clients, customers, and others by sharing ideas in a constructive and positive manner; addresses problems and issues constructively to find mutually acceptable and practical business solutions.
• Must possess a high energy attitude and an ability to multi-task/prioritize different projects at any given time.
• Superior oral and written communication skills.
• Ability to work with sensitive or confidential information.

What We Offer:

As a full-time associate, you will be eligible for full comprehensive benefits including your choice of multiple medical plans, dental, vision, life insurance, short-term and long-term disability, legal, identity theft, and pet insurance. You will also be eligible for company-paid life insurance and benefits from our employee assistance program. In addition, you will be eligible for paid time off, paid holidays, tuition reimbursement, and a 401(k) with company match.

Compensation:

$ 20.50 - 23.00 / hour

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.

Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.

Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel View email address on click.appcast.io.

Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at View email address on click.appcast.io; we will respond in accordance with Local Law 144, within 30 days.