Resident Experience Specialist This is a dynamic and forward-thinking role that focuses on building positive relationships with residents, ensuring excellent customer service and handling resident-related administration, phone interactions, and email communications with a calm and professional demeanor. The primary responsibilities of this role include: - Building and maintaining positive relationships with residents by addressing inquiries, concerns, and requests promptly. - Building and maintaining positive relationships with on-site teams of the properties being supported. - Responding to resident inquiries via telephone, email, and text, determining and providing appropriate solutions. - Providing quality customer service, processing solutions efficiently or directing issues to the correct team. - Managing resident satisfaction by providing solutions to issues while adhering to policy guidelines and escalating concerns when necessary. - Following up on resident matters and providing additional information as needed. - Logging all communications and updates in the CRM system for accurate record-keeping. Requirements for this role include: - Fluency in English and Spanish. - 2–3 years of experience in customer service or a call center environment preferred. - Familiarity with CRM platforms, Yardi, Excel, Word, and Outlook advantageous. - Excellent verbal and written communication skills. - Strong interpersonal and emotional intelligence abilities. - Ability to multitask, prioritize effectively, and work efficiently under minimal supervision. - Organized and detail-oriented, with strong problem-solving skills. - Customer service-driven with a focus on empathy and authenticity. - Flexible and adaptable to a fast-paced, ever-changing work environment. - Technical proficiency and the ability to work with various online platforms. - Capable of working weekends on a rotating schedule.