Resident Support & Customer Care Specialist (Hybrid)

FirstService Residential; Fairfax (VA); On-site; USD 25,000 - 29,000; Full time

Benefits offered by this job

Full benefits package

401k with company match

Paid holidays

Job summary

FirstService Residential is seeking a Resident Support Specialist to focus on resident interactions and act as a liaison between Community Managers, internal teams, and residents to ensure open, viable communication and exceptional customer service.

The role handles high volumes of emails and calls, records inquiries in the database, follows SOPs, and collaborates with the operations team to consistently exceed service expectations. This is a full-time position with comprehensive benefits.

Qualifications

• Two years of experience in administrative office functions including data entry, internal/external communication and task prioritization.
• Experience in high volume processing highly preferred.
• Bachelor’s Degree or combination of education, experience and training.

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

Data entry

High volume work

Communication

MS Office

Detail oriented

Education

Bachelor’s Degree

Tools

MS Office Suite

Job description

FirstService Residential is seeking a Resident Support Specialist to focus on resident interactions and act as a liaison between Community Managers, internal teams, and residents to ensure open, viable communication and exceptional customer service.

The role handles high volumes of emails and calls, records inquiries in the database, follows SOPs, and collaborates with the operations team to consistently exceed service expectations. This is a full-time position with comprehensive benefits.