Resident Experience Specialist - Property Management

Second Avenue is the premier platform for enabling institutions to deploy meaningful capital into single-family residential assets (SFR). Second Avenues proprietary technology and exclusive relationships have allowed it to bring scale to select markets across the US. The company provides all aspects of sourcing, acquisition, and property management services for its clients. Second Avenue is a growing company and has approximately 180 employees with major offices in Chicago and Tampa.

Our processes are streamlined and intended to provide a wide range of full-service support to an integrated management platform that utilizes a high level of depth of experience and technology to deliver the highest level of service and performance to investors, team members and residents.

We offer a positive culture and professional work environment. Please visit our website for additional background on our business platform

Job Summary

The Resident Experience Specialist is pivotal in delivering exceptional customer service by promptly and accurately addressing inbound inquiries through phone and email. This position is integral to evolving the service center model into an efficient help desk. Reporting directly to the Customer Experience Manager, the ideal candidate embodies strong customer service skills and analytical thinking.

Duties and Responsibilities

• Respond to inbound phone inquiries from customers, ensuring responses are accurate and of high quality.
• Manage and resolve customer inquiries and issues with a proactive "I can help" attitude.
• Provide dedicated and high-quality service to residents, displaying a positive sense of urgency.
• Craft responses to incoming emails using established scripts and methodologies.
• Employ analytical and critical thinking to enhance incoming inquiry handling, expediting resolutions for customers.
• Research necessary information using multiple resources and systems.
• Direct calls, emails, and inquiries/requests to relevant departments or individuals as needed.
• Accurately document information within the system to ensure proper capture of inquiries.
• Identify and escalate priority issues appropriately.

Qualifications and Experience

• High School diploma or equivalent.
• Three years of experience in inbound call centers, real estate/property management, or customer service.
• Bilingual (Spanish) proficiency preferred, though not required.
• Excellent verbal and written communication skills.
• Strong conflict resolution and active listening skills centered around empathy and top-tier customer service.
• Familiarity with call center metrics and Key Performance Indicators (KPIs).
• Proficiency in computer use, including Microsoft Outlook, Word, and Excel.
• Ability to effectively prioritize and multitask within a fast-paced environment.
• Positive, friendly attitude and adept at collaborative work.

Education

• High School Diploma required.
• Associates or bachelors degree in Business, Accounting, Finance, or related field strongly preferred.

Job Competencies

• Availability via phone and/or email, excluding approved time off.
• Flexibility to work evenings, weekends, and non-traditional holidays as needed.
• Meticulous attention to detail with the ability to communicate complex findings clearly and concisely.
• Capacity to identify trends and convey insights to senior management.
• Proficiency in tasks involving comparison, computation, compilation, analysis, coordination, negotiation, communication, and instruction.
• Effective management of stressful situations leading to resolution.
• Ability to work autonomously with minimal supervision.

Job Type and Compensation

• Full-time, Salaried Non-Exempt

Benefits

• Medical, Vision and Dental Insurance, Employer paid Short- and Long-Term Disability, 401k, Paid Holidays and Vacation.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.

Second Avenue is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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