Bilingual Resident Services Specialist - Sandy Springs, GA

Cortland; Atlanta (GA); On-site; USD 42,000 - 58,000; Full time

Job summary

Cortland is seeking a Resident Services Specialist in Sandy Springs, GA to serve as the primary contact for residents within our centralized Contact Center. You will resolve concerns, foster strong relationships, and drive satisfaction and retention in a fast-paced environment.

Responsibilities include handling calls, emails, and chats with empathy, coordinating across platforms, and upholding Fair Housing practices while supporting Cortland’s service standards.

Qualifications

• 2+ years of customer service experience in high-volume settings.
• High school diploma or equivalent.
• Ability to handle confidential information with discretion.
• Strong time management and organizational skills.

Responsibilities

• Respond to resident calls, emails, and chat with professionalism.
• Maintain clear communication with multiple residents and provide updates.
• Address questions with empathy and de-escalate when needed.
• Navigate multiple tech platforms and adapt to new processes.
• Collaborate with team to meet shared goals.
• Uphold Fair Housing practices and Cortland standards.

Skills

Customer service

Time management

Communication

Empathy

Adaptability

Education

High school diploma or equivalent

Tools

Funnel

OneSite

RealPage

CRM tools

Job description

Sandy Springs, GA

At Cortland, we operate with a forward-thinking approach that challenges conventional norms and actively seeks insights beyond traditional industry boundaries. As a recognized leader in the multifamily sector, our focus on performance, innovation, and disciplined execution continues to drive strong growth and market leadership. We are committed to building a best-in-class organization by empowering top talent with the resources, autonomy, and support needed to deliver results and advance their careers in a high-performance environment.

Role Overview

As a Resident Services , Specialist within Cortland’s centralized Contact Center , you will serve as the primary point of contact f or our valued residents, ensuring every interaction reflects our commitment to exceptional service. In this role, you’ll play a vital part in fostering strong resident relationships, resolving concerns promptly, and driving satisfaction and retention through service excellence. Success requires adaptability, empathy, and the ability to thrive in a fast-paced, dynamic environment.

• Respond to incoming resident calls, emails, and chat inquiries with professionalism, clarity, and a solutions-oriented approach.
• Maintain consistent, clear communication with multiple residents simultaneously, providing timely updates and guidance.
• Address questions and concerns with empathy and patience, including de-escalating challenging situations when necessary.
• Navigate multiple technology platforms, adapt quickly to evolving systems and processes, and stay organized while managing competing priorities in a high ‑ volume environment.
• Collaborate effectively within a team environment to achieve shared goals.
• Uphold F air H ousing practices and company standards at all times .

Qualifications

• 2+ years of experience delivering exceptional customer service, ideally in a service -driven or high-volume contact center environment; experience in the multifamily housing industry is strongly preferred
• High school diploma or equivalent required
• Demonstrated ability to handle confidential information with discretion and integrity
• Exceptional time management, prioritization, and organizational skills to manage multiple tasks in a fast-paced environment
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with property management platforms such as Funnel, OneSite, and RealPage
• Skilled in CRM tools and adept at navigating systems in a contact center environment
• Exceptional attention to detail with the ability to accurately review applications, verify documentation, and maintain compliance while managing multiple task s
• Ability to adapt to changing priorities and maintain accuracy under pressure
• Flexibility to work weekends and extended hours as business needs require

About Cortland

Founded in 2005, Cortland is an international, vertically integrated multifamily real estate investment, development, and management firm with a resident-centric approach to living experiences. Recognized as one of the top 10 multifamily owners and operators in the US, Cortland combines in-house design, construction, and operations to deliver value and innovation across its portfolio.

Join us as we reimagine apartment living and drive outsized returns through purpose, performance, and people.

Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email [e-mail]

Cortland is a drug-free workplace.

Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.

California Applicant Privacy Notice
We collect personal information from all job applicants, including identifiers (e.g., name, contact details), professional or employment information (e.g., résumé, work history, qualifications), and education information. This information is used for recruiting, evaluating your candidacy, conducting interviews, and managing the application process.

California residents may request access to or deletion of their personal information by contacting us at [e-mail]

GDPR Statement

When you apply to a job on this site, the personal data contained in your application will be collected by Cortland (“Controller”), which is located at 3424 Peachtree RD NE Suite 300 Atlanta, GA and can be contacted by emailing [e-mail] because Controller wishes to evaluate your candidacy for employment at Controller. Your personal data was either obtained from publicly available sources (e.g. LinkedIn) or provided to Controller by someone who referred you for potential employment. Controller’s data protection officer is Greg Shultz, who can be contacted at [e-mail]. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data has been shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data has been transferred to the United States. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer was subject to appropriate additional safeguards under [either the standard contractual clauses or the Privacy Shield]. You can obtain a copy of the standard contractual clauses by contacting us at [e-mail]

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Cortland’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A \"recently separated veteran\" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An \"active duty wartime or campaign badge veteran\" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.