Resident Services Specialist

Overview

This position supports the property services by responding to resident phone calls and attending walk-ins to resolve certain resident issues. 

The Resident Services Specialist also provides exemplary service in a manner consistent with the values and mission of the Castle Group.  He or she performs all responsibilities while demonstrating outstanding customer service skills representative of Castle Royal Service as it relates to this function. This includes working interdepartmentally, as well as, with our external customers. 

Responsibilities

(May include some or all of the following as applicable)

• Reviews all invoices for appropriate documentation and approval prior to processing.
• Handle inbound calls and address resident’s concerns by following the Royal Service standards.
• Make outbound calls when necessary to close the loop.
• Explain invoices and provide resident’s with copies.
• Document phone calls in Jenark to properly deliver messages to the Property Manager.
• Resolve account issues.
• Print replacement coupons.
• Supply sales and leasing information as needed.
• Create, process, follow-up with and close service requests and work orders in the system.
• Attend annual and/or budget meetings as needed.
• Supply ARC forms to homeowners.
• Follow-up with and process applicable letters associated with ARC requests.
• Enter ARC applications into the system. 

Qualifications

Education/Training/Certifications/Licenses:

High school diploma required. Associates degree with concentration in business preferred, or equivalent combination of education and experience. 

Experience/Knowledge/Skills:

1-2 years of customer service experience preferred with a strong working knowledge of customer service principles and practices. Excellent interpersonal, written and verbal communication, and telephone skills is a must. Will require ability to work and use time effectively based on key priorities, under tight deadlines while maintaining composure. 

Strong verbal and written communication skills creating effective customer-focused relationships with all levels within the organization. 

Computer literacy: 

Intermediate command of computer hardware/software is required; specifically, knowledge of Microsoft Windows, Word, Excel, Power Point and Outlook. Will need to type at least 50 WPM. 

Language requirements:

Multiple language fluency is desirable. 

Travel and availability requirements:

May be required to travel for training sessions off-site on an ad-hoc basis. May be occasionally required to cover for administrative staff at other communities within a reasonable commuting distance when needed. 

Ability to work extended hours and weekends on as needed basis. 

Physical Requirements:

Ability to lift up to 5 lbs. and work in a sitting position for long periods of time. Extensive use of fingers for typing and visual use of the computer monitor. Communicate, receive and exchange ideas and information by means of the spoken and written word; ability to quickly and easily navigate the property/building as required to meet the job functions. 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Working Conditions:

The majority of work will be completed indoors in a temperature-controlled environment with little to moderate noise levels. May require outdoor site visits on an occasional basis. 

Disclaimer: This is not an all-inclusive job description. In addition, management has the right to change any portion of this job description at any time and for any reason.