Specialist, Resident Services

POSITION: Specialist, Resident Services (CS)

COMPENSATION: Pursuant to Colorado regulations, if this job is performed in Colorado, the salary range is $17-$18/hr plus bonus potential. Eligible to participate in the company benefits plan. We offer health, vision, dental, and pet insurance. We offer a 401(k) retirement plan, student loan assistance, licensing and continuing education reimbursement, parental leave, and housing allowances or gifts.

REPORTS TO: Manager, Customer Experience

SUMMARY:

As a Resident Services Specialist, you will join Cardinal’s centralized services team to provide remote resident support to our student housing and conventional communities. You will play an important role in using new technology and resident engagement platforms to elevate our customer service efforts for current and future residents. Your primary responsibilities will include management of community and portfolio mobile application platforms, responding to inbound resident inquiries, elevating resident issues to the community or portfolio team, and identifying opportunities to enhance resident engagement.

This new role will be a part of Cardinal Group’s new centralized services team and can be performed remotely or at our HQ office in Denver, CO. Although your role is remote and reports to the centralized services team, you will work closely with the onsite leasing team members at contracted communities to provide consistent, expectation-exceeding customer service to our residents.

ESSENTIAL RESPONSIBILITIES (Including but not limited to):

• Provide tailored, concierge-level service to our current residents while positively representing Cardinal Group and our communities in each resident interaction.
• Manage the inbound resident message queue within Cardinal Group’s internal contact center platform and mobile application dashboard to assist current residents with community-level needs.
• Provide remote assistance with planning, marketing, and executing resident events in coordination with onsite teams.
• Communicate high-level training opportunities and implementation to onsite leadership.
• Oversee the onboarding of new communities to Cardinal Group’s resident mobile application and provide ongoing monitoring of application adoption across the portfolio.
• Elevate resident concerns to the appropriate community or portfolio team member after all available resources have been exhausted.
• Assist with issuing community and portfolio-wide communications such as office closures, move-in requirements, staff changes, etc. via the contact center platform.
• Coordinate with other centralized services team members - such as the Customer Accounts Specialists or Customer Transition Specialist - to provide a tailored experience based on resident needs.
• Identify and communicate opportunities for continued resident engagement based on experiences operating in Cardinal Group’s CRM, contact center, and mobile app dashboard.
• Assist community teams with performance metric tracking and resident audits.
• Seeks educational opportunities and self-improvement for personal growth and development.
• Participates in Cardinal U training as required.

PREFERRED QUALIFICATIONS:

• High school diploma or equivalent required
• 3-4 years of customer service and/or sales experience
• 2-3 years of property management experience, preferably in a managerial role
• Demonstrated ability to master evolving technology resources, including AI
• Elite communication and interpersonal skills
• Service-focused approach to creating memorable experiences internally and externally
• Warm, friendly, and helpful demeanor toward everyone
• Moderate to high level experience utilizing Microsoft and Google platforms
• Evening and weekend availability
• Ability to thrive in a fast-paced environment and manage multiple projects simultaneously.
• Ability to embody the Cardinal Culture and Cardinal Core Values every day.

WORK ENVIRONMENT / PHYSICAL DEMANDS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Incumbents primarily work in an office environment but may also have frequent exposure to outside of apartment buildings and in all areas of the property including amenities and have frequent exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, type, handle, or feel and talk or hear. The employee regularly required to stand; walk; reach with hands and arms, and climb, stoop, or squat. The employee is often required to sit. Incumbents must be able to physically access all exterior and interior parts of the property and amenities and must be able to work inside and outside in all weather conditions including, but not limited to rain, snow, heat, hail, wind, and sleet. The employee must be able to push, pull, lift, carry, or maneuver office products and supplies of up to twenty (20) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Routine local travel may be required to attend training classes, client visits, or other situations necessary for the accomplishment of some or all of the daily responsibilities of this position. Overnight travel required to attend company functions, training, property visits, and other situations necessary for the accomplishment of special projects that may be assigned from time to time.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.