Resident Experience Specialist

Cortland; Atlanta (GA); On-site; USD 42,000 - 54,000; Full time

Job summary

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

This role requires empathy, adaptability, and the ability to manage high-volume requests across calls, emails, and chats while upholding Fair Housing guidelines and Cortland standards.

Qualifications

• 2+ years of customer service experience in a service-driven or high-volume contact center
• High school diploma or equivalent
• Ability to handle confidential information with discretion
• Strong time management and organizational skills in a fast-paced environment
• Proficiency with Microsoft Office and familiarity with property management platforms
• Experience with CRM tools and contact center systems
• Detail-oriented and accurate when reviewing applications and documents
• Adaptable to changing priorities and able to work weekends/extended hours

Responsibilities

• Respond to resident inquiries via calls, emails, and chat with professionalism and solutions-focused approach
• Maintain clear communication with multiple residents and provide timely updates
• De-escalate challenging situations with empathy and patience
• Navigate multiple technology platforms and adapt to evolving processes
• Collaborate within a team to achieve shared goals
• Uphold Fair Housing practices and company standards

Skills

2+ years customer service

Empathy

Time management

CRM tools

Microsoft Office

Education

High school diploma

Tools

Funnel

OneSite

RealPage

Job description

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

This role requires empathy, adaptability, and the ability to manage high-volume requests across calls, emails, and chats while upholding Fair Housing guidelines and Cortland standards.