Resident Experience Specialist

Summary

Join a dynamic real estate company as a Resident Experience Specialist! Based remotely in the Philippines, you'll be the primary point of contact for residents, building positive relationships and providing excellent customer service. Your responsibilities include handling resident inquiries via phone, email, and text, managing resident satisfaction, and maintaining accurate records. This role requires strong communication and problem-solving skills, along with experience in customer service. The schedule involves working EST or MT hours with rotating weekend shifts.

Requirements

• 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

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
• Required communication with onsite staff
• Ability to follow an approval process and work quickly to solve customer service issues

Preferred Qualifications

• 1–3 years of experience in customer service or a call center environment
• Familiarity with CRM platforms, Yardi, Excel, Word, and Outlook