Resident Experience Specialist

Location: Fully Remote (Candidates must be based in the Philippines)

Schedule: EST or MT (9AM to 6PM - with weekend shift on a rotating schedule)

Salary: $1800 - 2000 USD/month

A dynamic and forward-thinking real estate company that owns and manages approximately 7500 apartment homes across diverse cities in Colorado, Utah, Kansas, Missouri, Florida, and Arizona is looking for a Resident Experience Specialist.

The Resident Services Specialist acts as the primary point of contact for residents, focusing on building positive relationships and ensuring excellent customer service. This role handles resident-related administration, phone interactions, and email communications with a calm and professional demeanor, ensuring quick resolution to inquiries and concerns.

Key responsibilities:

• Build and maintain positive relationships with residents by addressing inquiries, concerns, and requests promptly.
• Build and maintain positive relationships with on-site teams of the properties that are being supported. 
• Respond to resident inquiries via telephone, email, and text, determining and providing appropriate solutions.
• Focus on quality customer service, processing solutions efficiently or directing issues to the correct team.
• Manage resident satisfaction by providing solutions to issues while adhering to policy guidelines and escalating concerns when necessary.
• Place outbound calls to follow up on resident matters and provide additional information as needed.
• Log all communications and updates in the CRM system for accurate record-keeping.
• Perform training and development tasks as required.

• 1–3 years of experience in customer service or a call center environment preferred.
• Familiarity with CRM platforms, Yardi, Excel, Word, and Outlook is advantageous.
• Excellent verbal and written communication skills.
• Strong interpersonal and emotional intelligence abilities.
• Ability to multitask, prioritize effectively, and work efficiently under minimal supervision.
• Organized and detail-oriented, with strong problem-solving skills.
• Customer service-driven with a focus on empathy and authenticity.
• Flexible and adaptable to a fast-paced, ever-changing work environment.
• Technical proficiency and the ability to work with various online platforms.
• Capable of working weekends on a rotating schedule.
• Strong problem resolution and troubleshooting skills.
• Required communication with onsite staff.
• Ability to follow an approval process and work quickly to solve customer service issues.