Resident Support Specialist: Remote Customer Care Pro

FirstService Residential; Summerville (SC); Hybrid; USD 25,000 - 28,000; Full time

Benefits offered by this job

Full benefits

401k with company match

Paid holidays

Job summary

FirstService Residential is seeking a Resident Support Specialist to act as a liaison among Community Managers, residents, and internal teams, delivering exceptional customer service.

You will handle a high volume of inquiries via email and phone, document interactions, and escalate issues when needed while maintaining policy and SOP guidelines. This role includes occasional special projects and hybrid work arrangements.

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.
• Strong writing and verbal communication skills.

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

Data entry

Communication

Education

Bachelor’s Degree or equivalent

Tools

MS Office Suite

Job description

FirstService Residential is seeking a Resident Support Specialist to act as a liaison among Community Managers, residents, and internal teams, delivering exceptional customer service.

You will handle a high volume of inquiries via email and phone, document interactions, and escalate issues when needed while maintaining policy and SOP guidelines. This role includes occasional special projects and hybrid work arrangements.