Resident Support & Customer Care Specialist

FirstService Residential; Murrells Inlet (SC); Hybrid; USD 22,000 - 30,000; Full time

Benefits offered by this job

401k with company match

Medical plans

Job summary

FirstService Residential is hiring a Resident Support Specialist to focus on resident interactions and act as a liaison between Community Managers, internal teams, and residents, ensuring open and viable communication with a primary focus on excellent customer service.

You will engage with homeowners, handle high-volume inquiries, and collaborate with cross-functional teams to deliver consistent, quality service across various communities.

Qualifications

• Two years of experience preferred in administrative office functions including data entry, internal/external communication and task prioritization.
• Bachelor’s Degree or combination of education, experience and training.
• Ability to work independently and with minimum supervision in a fast-paced environment.
• Ability to interact with owners, residents and internal associates.
• Ability to work alongside team members to assist in troubleshooting and problem solving.
• Flexible, organized and able to handle competing priorities.
• Strong communications skills (i.e., conversational skills and writing skills).
• Strong computer skills with a proficiency in MS Office Suite.
• High level of attention to detail.
• Ability to establish and maintain effective working relationships.

Responsibilities

• Respond with great customer service to a high volume of emails and phone calls.
• Serve as the customer service front line while answering emails.
• Handle escalated phone calls from our Customer Care Center.
• Receive, record, respond, and/or route customer inquiries in an appropriate manner.
• Investigate customer inquiries, concerns, and issues in a timely and courteous manner.
• Document all contacts, actions, and responses in customer database.
• Assist in correspondence with mass communication emails.
• Follow established policy and procedures.
• Collaborate with internal team to ensure highest level of service is provided.
• Respond clearly and effectively to homeowner inquiries as needed.
• Maintain accurate property, owner and resident information in company software.
• Utilize Standard Operating Procedures to strive to exceed department expectations.
• Provide administrative support to the operations team as needed.
• Special projects and other duties as assigned by supervisor.

Skills

Customer service

Administrative tasks

MS Office Proficient

Communication skills

Data entry

Problem solving

Education

Bachelor’s Degree or equivalent

Job description

FirstService Residential is hiring a Resident Support Specialist to focus on resident interactions and act as a liaison between Community Managers, internal teams, and residents, ensuring open and viable communication with a primary focus on excellent customer service.

You will engage with homeowners, handle high-volume inquiries, and collaborate with cross-functional teams to deliver consistent, quality service across various communities.