Customer Support Agent

Rodriguez Services is seeking a proactive and detail-oriented Customer Success Agent to support residents by managing inquiries and resolving issues through our resident portal, chat, and email channels. This role is essential in delivering a seamless resident experience by addressing maintenance requests, billing concerns, and general apartment-related issues efficiently and professionally.

Key Responsibilities

• Provide resident support via chat and email, ensuring timely and professional responses
• Serve as the primary point of contact through the resident portal
• Receive, log, and manage maintenance requests, coordinating with internal teams for resolution
• Handle resident issues related to apartments, including complaints and service inquiries
• Address and resolve billing-related concerns with accuracy and clarity
• Document all interactions and cases within CRM systems
• Utilize SAP and internal tools to track, update, and manage service requests
• Follow up with residents to ensure full resolution and satisfaction
• Escalate complex issues to the appropriate departments when necessary
• Maintain high standards of response time, quality, and customer satisfaction

What Success Looks Like

• Fast, accurate, and professional responses across chat and email
• High resident satisfaction and issue resolution rates
• Efficient use of SAP and CRM systems
• Strong attention to detail in communication and case management

Required Qualifications

• Proven experience in customer support, customer success, or helpdesk roles
• Experience handling chat and email-based support
• Hands-on experience with SAP and CRM platforms
• Strong written and verbal communication skills
• Bilingual proficiency (preferred/required depending on region)
• Ability to multitask and manage a high volume of inquiries

What can you expect from us:

• Opportunities to learn and develop every day through a wide range of programs.
• Internal digital platforms that promote self-learning.
• Development programs according to Leadership skills.
• Specialized training according to the role.
• Learning experiences with internal and external providers.
• We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.
• Financial wellness programs that will help you reach your goals in all stages of life.
• A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
• And because your family is also important to us, they can also enjoy benefits such as our WellnessLine, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.

Travel Requirements: This position does not require travel.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Rodriguez Services is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Rodriguez Services will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Rodriguez Services will accept applications for this role until at least ( date)