Resident Experience Advocate - Property Management

Second-Avenue-Realty; Tampa (FL); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Dental Insurance

Disability Insurance

401k

Paid Holidays

Paid Vacation

Job summary

Second Avenue Realty in Tampa, FL is seeking a Resident Experience Specialist to deliver exceptional customer service by handling inbound inquiries via phone and email and supporting the evolution of the service center into a help desk.

Reporting to the Customer Experience Manager, the role requires empathy, strong communication, and the ability to coordinate with multiple departments to resolve issues while documenting interactions in the system.

Qualifications

• High School diploma or equivalent.
• Three years of experience in inbound call centers, real estate/property management, or customer service.
• Bilingual Spanish proficiency preferred, though not required.
• Excellent verbal and written communication skills.
• Strong conflict resolution and active listening skills centered around empathy and top-tier customer service.
• Familiarity with call center metrics and KPIs.
• Proficiency in computer use, including Microsoft Outlook, Word, and Excel.
• Ability to effectively prioritize and multitask within a fast-paced environment.
• Positive, friendly attitude and adept at collaborative work.

Responsibilities

• Respond to inbound phone inquiries from customers, ensuring responses are accurate and of high quality.
• Manage and resolve customer inquiries and issues with a proactive "I can help" attitude.
• Provide dedicated and high-quality service to residents, displaying a positive sense of urgency.
• Craft responses to incoming emails using established scripts and methodologies.
• Employ analytical and critical thinking to enhance incoming inquiry handling, expediting resolutions for customers.
• Research necessary information using multiple resources and systems.
• Direct calls, emails, and inquiries/requests to relevant departments or individuals as needed.
• Accurately document information within the system to ensure proper capture of inquiries.
• Identify and elevate priority issues appropriately.

Skills

Inbound calls

Customer service

Spanish (Bilingual)

Verbal communication

Written communication

Conflict resolution

Active listening

KPIs

Multitasking

Collaborative work

Education

High School Diploma

Associate/Bachelor in Business or related field

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Second Avenue Realty in Tampa, FL is seeking a Resident Experience Specialist to deliver exceptional customer service by handling inbound inquiries via phone and email and supporting the evolution of the service center into a help desk.

Reporting to the Customer Experience Manager, the role requires empathy, strong communication, and the ability to coordinate with multiple departments to resolve issues while documenting interactions in the system.