Bilingual Resident Services Specialist - Sandy Springs, GA

Warmada; Atlanta (GA); On-site; USD 21,000 - 34,000; Full time

Job summary

Cortland is seeking a Resident Services Specialist for its centralized Contact Center in Atlanta. You will be the primary contact for residents, resolving concerns and driving satisfaction through service excellence.

The role demands empathy, adaptability, and the ability to manage multiple resident interactions across calls, emails, and chat. Strong time management and confidentiality are essential, along with proficiency in MS Office and CRM tools.

Qualifications

• 2+ years of customer service experience, preferably in high-volume environments.
• Ability to handle confidential information with discretion and integrity.
• Strong time management and organizational skills for multitasking.
• Proficiency with Microsoft Office and familiarity with property management platforms.
• Experience with CRM tools and navigating contact-center systems.

Responsibilities

• Respond to resident inquiries via calls, emails, and chat with professionalism and solutions-focused approach.
• Maintain clear, timely communication with multiple residents simultaneously.
• De-escalate challenging situations with empathy and patience.
• Navigate multiple technology platforms and adapt to evolving processes in a high-volume setting.
• Collaborate with team to achieve shared goals and uphold Fair Housing practices.

Skills

Customer service

CRM tools

MS Office

Communication

Education

High school diploma

Tools

Funnel

OneSite

RealPage

Job description

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 for 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 Fair Housing 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 tasks

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 will be 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.