Senior Resident Experience Support Specialist

Tricon Residential Inc. • Tustin, CA

67d

About The Position

The Senior Resident Experience Support Specialist specializes in online message communication and will be overseeing a team of Resident Experience Support Specialists, handling daily metrics, escalations, reporting, and feedback to management. This role is responsible for providing exceptional service to residents through written and phone communication, with primary focus on handling resident inquiries, concerns, and requests via online messaging, ensuring prompt and accurate resolution while maintaining a high level of professionalism and empathy.

Requirements

• Excellent written communication skills with a strong command of grammar, attention to detail, spelling, and punctuation.
• Ability to type quickly and accurately, with strong typing skills.
• Demonstrated ability to handle a high volume of online messaging while maintaining attention to detail.
• Strong problem-solving and decision-making skills, with the ability to think critically and creatively to resolve resident issues.
• Ability to handle challenging situations with a positive attitude and maintain composure under pressure.
• Excellent interpersonal skills, with the ability to build rapport and communicate effectively with residents and team members.
• Proficiency in using computer software systems and willingness to learn new technologies.
• Strong work ethic, motivated by the accomplishment and success of the team and company.
• Highest level of integrity and transparency in all interactions
• High school diploma or equivalent experience.
• Previous customer service experience, preferably in a call center or similar environment.

Responsibilities

• Communicate clearly, compassionately, and empathetically with residents through online messaging.
• Handle online and phone messaging related to maintenance requests, account inquiries, and various resident needs.
• Resolve resident issues, complaints, or inquiries promptly and efficiently, ensuring resident satisfaction.
• Log resident interactions and transactions accurately in internal systems, recording details of inquiries and comments.
• Collaborate with internal departments to find solutions and resolve resident matters efficiently.
• Uphold a professional and courteous demeanor in all interactions, fostering positive relationships with residents.
• Maintain a thorough understanding of the services offered to provide accurate information and assistance to residents.
• Continuously strive to exceed resident expectations, demonstrating a willingness to go above and beyond to offer an exceptional resident experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Real Estate
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees