Resident Support Liaison

ON TOP OF THE WORLD COMMUNITIES LLC•Ocala, FL

1d•Onsite

About The Position

On Top of the World Communities is different from all the rest! We offer decades of family owned expertise providing unmatched experience and dedication to building quality, energy efficient homes in a well designed, amenity rich community. The Resident Support Associate Level 1 is responsible for delivering excellent customer service to the residents of On Top of the World Communities. This position serves as the first point of resident contact for walk-in traffic, general phone and email inquiries, work orders, modifications and scanning.

Requirements

High School Diploma or equivalent required
Must be able to read, write and understand English with strong business written and verbal communication and listening skills
Computer skills, including Microsoft Office, required
Must be able to read, understand, interpret and apply most community rules, regulations, and governing documents
Must be outgoing, self-confident, enthusiastic and motivated, with an understanding of human behavior and possess proven conflict resolution and problem solving skills
Strong organizational, decision-making, planning and research skills
Must have the ability to prioritize and manage a variety of tasks efficiently
Strong humanistic skills, initiative, good judgment, and the ability to express thoughts clearly and simply
Strong interpersonal skills
Honesty and integrity
Team builder and team player
Emotionally intelligent
Self-motivated
Strong work ethic
Commitment to diversity, equity and inclusion

Nice To Haves

Previous customer service experience preferred
A valid Florida Drivers License with acceptable driving history is preferred

Responsibilities

Interacts with residents, contractors, and guests via walk-in, telephone or email to provide information on community rules, modifications, work orders, amenities etc.
Handles and resolves resident complaints
Builds and maintains relationships with residents by providing prompt and accurate service to promote customer loyalty
Handles walk-in inquiries and trains residents on the check-in kiosk
Assists with voicemails and answering phones as time allows
Handles resident processes and matters in accordance with company guidelines
Obtains and examines all relevant information in order to assess and validate complaints and determine possible causes
Analyzes information and evaluates results to choose the best solution and effectively solve problems
Effectively navigates databases utilized by the department
Maintains a close working relationship with residents, visitors and related OTOW departments
Performs all duties in adherence to Company standards
Strives to maintain a safe working environment through the prevention of accidents, the preservation of equipment, and the achievement of safe working practices
Maintains a positive and professional demeanor toward all residents, visitors and co-workers
Performs other duties as assigned