Resident Support Specialist (Customer Service)

$37,440 - $37,440/Yr

FirstService Residential - Charleston, SC

Full-time - Entry Level

Charleston, SC

Real Estate

About the position

The Resident Support Specialist will serve as a key point of contact for residents, board members, managers, and vendors, addressing inquiries and resolving issues related to products and services. This role emphasizes delivering exceptional customer service while managing account questions, complaints, and billing inquiries. It is an excellent opportunity for individuals aspiring to advance in property management or general business operations.

Responsibilities

• Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors, ensuring prompt and thorough resolution of issues.
• Collaborate with property managers, regional directors, internal departments, and associates to ensure timely resolution of inquiries.
• Document the appropriate resolution of all interactions within the appropriate systems and applications.
• Resolve all open inquiries within prescribed timelines while meeting all key performance indicators.
• Gather information from residents, board members, and vendors, access their accounts, evaluate their needs, and educate them to prevent future contacts.
• Provide quality service and support in various areas, including account updates, balance inquiries, and compliance issues.
• Review and close all homeowner service tickets and open calls in the appropriate system that are not awaiting a Community Association Manager's response.
• Maintain communication with property managers, regional directors, and internal departments.
• Balance company policy with customer benefit in decision-making.
• Continuously evaluate and identify opportunities for process improvements that enhance the customer experience.
• Assist residents and triage inquiries related to account updates, balance inquiries, resale processes, and work orders.

Requirements

• Associate's degree in business or related field preferred, or equivalent combination of education and experience.
• Critical thinking, problem solving, judgment, and decision-making abilities are necessary.
• Proficiency in computer programs like Microsoft Office, Outlook, and Windows is required.
• Ability to work with sensitive and/or confidential information.

Benefits

• Paid holidays
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) matching