Resident Services Specialist - Sandy Springs, GA

Cortland • Atlanta, GA

1d

About The Position

As a Resident Services Specialist within Cortland’s centralized Contact Center, you will serve as the primary point of contact for residents and ensure each interaction reflects the company’s commitment to exceptional service. You will foster strong resident relationships, resolve concerns promptly, and support satisfaction and retention through service excellence. The role calls for adaptability, empathy, and the ability to work effectively in a fast-paced, dynamic environment.

You will respond to resident inquiries across phone, email, and chat, communicate clearly with multiple residents at once, and provide timely updates and guidance. You will also navigate multiple technology platforms, manage competing priorities in a high-volume environment, collaborate with teammates, and uphold Fair Housing practices and company standards.

Requirements

• At least 2 years of experience delivering exceptional customer service; service-driven or high-volume contact center experience is ideal.
• High school diploma or equivalent.
• Ability to handle confidential information with discretion and integrity.
• Exceptional time management, prioritization, and organizational skills for managing multiple tasks in a fast-paced environment.
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
• Skill with CRM tools and ability to navigate systems in a contact center environment.
• Exceptional attention to detail and ability to accurately review applications, verify documentation, and maintain compliance while managing multiple tasks.
• Ability to adapt to changing priorities and maintain accuracy under pressure.
• Flexibility to work weekends and extended hours as business needs require.

Nice To Haves

• Experience in the multifamily housing industry is strongly preferred.
• Familiarity with property management platforms such as Funnel, OneSite, and RealPage.

Responsibilities

• Respond to incoming resident calls, emails, and chat inquiries professionally, clearly, and with a solutions-oriented approach.
• Communicate consistently and clearly with multiple residents simultaneously, providing timely updates and guidance.
• Address questions and concerns with empathy and patience, including de-escalating challenging situations when necessary.
• Navigate multiple technology platforms and adapt to evolving systems and processes.
• Stay organized and manage competing priorities in a high-volume environment.
• Collaborate effectively within a team to achieve shared goals.
• Uphold Fair Housing practices and company standards.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED