Resident Services Specialist

Castle Group•Plantation, FL

13d

About The Position

The Resident Services Specialist supports property services by responding to resident phone calls and assisting walk-in residents with certain issues. The role provides exemplary service consistent with Castle Group’s values, mission, and Royal Service standards, working with both internal departments and external customers. The specialist handles resident inquiries and account issues, documents communications and service requests in the applicable systems, and assists with invoices, coupons, sales and leasing information, and Architectural Review Committee (ARC) applications. The position may also support annual or budget meetings and provide coverage at nearby communities when needed. Work is primarily indoors in a temperature-controlled environment with little to moderate noise. Occasional outdoor site visits, off-site training, extended hours, and weekend work may be required. The role involves prolonged sitting, frequent typing and computer use, communicating by spoken and written word, navigating the property or building as needed, and lifting up to 5 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Management may change the job description at any time.

Requirements

High school diploma required.
Excellent interpersonal, written and verbal communication, and telephone skills.
Ability to work effectively and manage time according to priorities under tight deadlines while maintaining composure.
Strong verbal and written communication skills to build effective customer-focused relationships at all organizational levels.
Intermediate command of computer hardware and software, including Microsoft Windows, Word, Excel, PowerPoint, and Outlook.
Typing speed of at least 50 words per minute.
Ability to lift up to 5 pounds.
Ability to sit for long periods and use fingers extensively for typing and visually use a computer monitor.
Ability to communicate, receive, and exchange ideas and information through spoken and written communication.
Ability to navigate the property or building as needed to fulfill job functions.

Nice To Haves

Associate degree with a concentration in business, or equivalent combination of education and experience.
1–2 years of customer service experience and a strong working knowledge of customer service principles and practices.
Fluency in multiple languages.

Responsibilities

Review invoices for appropriate documentation and approval before processing.
Handle inbound calls and address resident concerns according to Royal Service standards.
Make outbound calls as needed to close the loop on resident issues.
Explain invoices and provide residents with copies.
Document phone calls in Jenark and deliver messages to the Property Manager.
Resolve account issues.
Print replacement coupons.
Provide sales and leasing information as needed.
Create, process, follow up on, and close service requests and work orders in the system.
Attend annual and/or budget meetings as needed.
Provide homeowners with ARC forms.
Follow up on and process applicable letters associated with ARC requests.
Enter ARC applications into the system.
Travel off-site for training when required.
Occasionally cover for administrative staff at other communities within a reasonable commuting distance when needed.