Resident Support Liaison

ON TOP OF THE WORLD COMMUNITIES LLC-posted 2 months ago
Full-time • Entry Level
FL
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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.

  • 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
  • High School Diploma or equivalent required
  • Previous customer service experience preferred
  • 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
  • A valid Florida Drivers License with acceptable driving history is preferred
  • Paid Time Off & Holidays after 90 days
  • Vacation Time
  • Fitness Membership Discount
  • Eligible for Medical benefits after 90 days
  • Company paid life insurance policy
  • Employee Referral Program
  • Employee Assistance Program
  • Telehealth
  • Educational Assistance
  • Matching 401k
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