Resident Experience Pro — Fast, Caring Service Desk

Second-Avenue-Realty; Tampa (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

Second Avenue is seeking a Resident Experience Specialist to deliver exceptional customer service to residents by promptly addressing inbound inquiries through phone and email. This role is key to evolving the service center into an efficient help desk and reports to the Customer Experience Manager.

The ideal candidate has a HS diploma, 3+ years in call centers or property management, and strong communication skills; bilingual Spanish is a plus. Work is full-time on-site in Tampa.

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

Customer service

Inbound call center experience

Spanish (bilingual) preferred

Verbal and written communication

Conflict resolution

Active listening

KPIs / call center metrics

Outlook

Excel

Word

Education

High School Diploma

Associates or Bachelor's in Business/Accounting/Finance or related field

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Second Avenue is seeking a Resident Experience Specialist to deliver exceptional customer service to residents by promptly addressing inbound inquiries through phone and email. This role is key to evolving the service center into an efficient help desk and reports to the Customer Experience Manager.

The ideal candidate has a HS diploma, 3+ years in call centers or property management, and strong communication skills; bilingual Spanish is a plus. Work is full-time on-site in Tampa.