Resident Services Specialist

Resident Services Specialist

The Resident Services Specialist supports property services by responding to a high volume of resident phone calls, assisting walk-in customers, and resolving or appropriately directing resident inquiries and concerns. This position provides exemplary customer service in a manner consistent with the values and mission of Castle Group and the standards of Castle Royal Service. The Resident Services Specialist works collaboratively with internal departments, property management teams, and external customers to provide timely, professional, and accurate assistance in a fast-paced, call center environment.

Responsibilities

Essential Duties and Responsibilities (May include some or all of the following as applicable)

• Handle a high volume of inbound resident and homeowner calls while consistently providing professional and courteous customer service in accordance with Castle Royal Service standards.
• Assist residents and homeowners with general account inquiries, payments, account balances, statements, coupons, and other property-related questions within the scope of Resident Services.
• Educate and guide residents on available self-service options, including online payment platforms and resident portals.
• Research resident inquiries using multiple systems and available property information to provide accurate and timely assistance.
• Create, document, update, and follow up on service requests and tickets, ensuring complete and accurate information is provided to the appropriate department or property management team.
• Document customer interactions and actions taken in the appropriate systems to maintain accurate records and ensure continuity of service.
• Resolve inquiries during the initial interaction whenever possible and appropriately route or escalate matters requiring assistance from Property Management or another department.
• Make outbound calls or other follow-up communications when necessary to close the loop on resident inquiries and outstanding requests.
• Collaborate with Property Management, Accounting, IT, Client Communications, and other internal departments to assist with resident needs and resolve issues.
• Provide residents with general association information, forms, documents, and instructions available through approved resources.
• Identify urgent or sensitive matters and follow established escalation procedures to ensure they are directed to the appropriate team or management level.
• Maintain professionalism and composure when handling difficult conversations, complaints, or escalated customer situations.
• Navigate multiple systems and resources simultaneously while maintaining accuracy, productivity, and quality service.
• Maintain working knowledge of Resident Services procedures, systems, and departmental processes as they are updated.
• Protect confidential resident, association, and company information and follow established privacy and security procedures.
• Meet established departmental performance expectations, including service quality, productivity, attendance, and call-handling standards.
• Perform other duties and special projects as assigned.

Qualifications

Education/Training/Certifications/Licenses

High school diploma or equivalent required. Associate degree in Business Administration, Communications, or a related field preferred. An equivalent combination of education and relevant experience will also be considered.

Experience/Knowledge/Skills

• Minimum of 1–2 years of customer service experience required; previous call center or high-volume inbound customer service experience strongly preferred.
• Experience handling a high volume of customer interactions while maintaining professionalism, accuracy, and quality service.
• Strong customer service and problem-solving skills with the ability to identify customer needs, research issues, and determine the appropriate resolution or escalation.
• Excellent verbal and written communication skills, with strong telephone etiquette and the ability to communicate clearly and professionally with residents, homeowners, property management teams, and internal departments.
• Ability to handle difficult or escalated customer interactions calmly and professionally.
• Strong organizational and time-management skills with the ability to prioritize tasks and work effectively in a fast-paced environment.
• Ability to multitask while speaking with customers, navigating multiple systems, researching information, and accurately documenting interactions.
• Strong attention to detail and ability to follow established procedures and escalation protocols.
• Ability to work independently as well as collaboratively within a team environment.
• Property management, HOA/condominium, or residential services experience is a plus but not required.

Computer Literacy

Intermediate computer proficiency required, including experience with Microsoft Windows, Outlook, Word, and Excel. Candidates must be comfortable navigating multiple software applications and browser-based systems simultaneously while assisting customers by phone. Strong data-entry and typing skills required, with the ability to accurately document customer interactions in real time. Ability to type at least 50 WPM preferred.

Language Requirements

Fluency in English is required. Bilingual or multilingual candidates are highly desirable, particularly those able to professionally assist customers in more than one language.

Availability Requirements

Ability to maintain reliable and consistent attendance is essential due to the call-center nature of the position. Must be available to work the assigned schedule and may occasionally be required to work extended hours, weekends, or adjusted schedules based on business and departmental needs. May be required to attend training sessions, meetings, or company events at other locations on an occasional basis.

Physical Requirements

Ability to work in a seated position for extended periods of time. This position requires frequent use of a computer, keyboard, mouse, telephone/headset, and multiple computer applications throughout the workday. Must be able to communicate, receive, and exchange information effectively through verbal and written communication. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the position.