Resident Services Specialist

Castle Management•Plantation, FL

12d

About The Position

The Resident Services Specialist supports property services by responding to resident phone calls and walk-ins to resolve resident issues. The role provides exemplary customer service consistent with Castle Group’s values, mission, and Castle Royal Service standards. It involves working with internal departments and external customers.

Requirements

High school diploma required.
Excellent interpersonal, written and verbal communication, and telephone skills.
Ability to prioritize work, use time effectively, meet tight deadlines, and maintain composure.
Intermediate computer literacy, including Microsoft Windows, Word, Excel, PowerPoint, and Outlook.
Typing speed of at least 50 WPM.
Ability to work extended hours and weekends as needed.
Ability to lift up to 5 pounds and sit for long periods.
Extensive finger use for typing and visual use of a computer monitor.
Ability to communicate, receive, and exchange information through spoken and written words, and to navigate the property or building as required.

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.
Availability to travel off-site for training on an ad-hoc basis and occasionally cover administrative staff at nearby communities.

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 follow up and close the loop.
Explain invoices and provide residents with copies.
Document phone calls in Jenark and deliver messages to the Property Manager.
Resolve account issues and 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.
Supply ARC forms to homeowners, follow up on and process applicable letters, and enter ARC applications into the system.