Senior Tenant Support Representative
About The Position
We are seeking a Senior Tenant Support Representative to serve as a primary point of contact for tenants, property management teams, and internal stakeholders. In this role, you will ensure maintenance requests, billing inquiries, and service escalations are handled with professionalism, urgency, and accuracy. You will also play a leadership role by coaching team members, improving service processes, and helping deliver an exceptional tenant experience across our property portfolio. The ideal candidate is customer-focused, highly organized, and experienced with property management systems, including SAP, RealPage, and ServiceNow. This position requires strong critical thinking skills, sound judgment when handling sensitive situations, and the ability to collaborate effectively across multiple departments.
Requirements
- Associate's or Bachelor's degree in Business Administration, Property Management, Real Estate, or a related field preferred.
- Minimum of 2 years of experience in property management, tenant services, customer support, or a related field.
- Experience handling maintenance coordination, tenant billing, and service escalations.
- Proven ability to manage multiple priorities while meeting deadlines in a fast-paced environment.
- Strong analytical, organizational, and problem-solving skills.
- Excellent verbal and written communication skills.
- Demonstrated leadership, coaching, and mentoring experience is preferred.
- Ability to exercise sound judgment and maintain professionalism when resolving sensitive or high-priority issues.
- SAP (ERP): Property operations, billing management, reporting, and financial transactions.
- RealPage: Property management, lease administration, resident accounts, and operational workflows.
- ServiceNow (CRM): Case management, ticket tracking, workflow management, and service request resolution.
- Experience with Microsoft Office Suite, particularly Excel, Outlook, and Teams.
Nice To Haves
- Experience supporting multifamily, commercial, or mixed-use real estate portfolios.
- Knowledge of lease administration, tenant relations, and property operations.
- Experience identifying operational trends and implementing process improvements.
- Previous experience leading or mentoring customer service or tenant support teams.
Responsibilities
- Serve as the primary point of contact for tenant inquiries related to maintenance, billing, and property services.
- Coordinate maintenance requests with vendors, contractors, and internal property teams to ensure timely resolution.
- Manage tenant billing inquiries, including invoices, charges, account balances, payment discrepancies, and billing adjustments.
- Investigate and resolve complex or high-risk tenant issues while maintaining a high level of customer satisfaction.
- Escalate critical service issues to leadership and appropriate business partners when necessary.
- Act as a liaison between tenants, property management teams, accounting, and leadership to facilitate effective communication.
- Maintain accurate documentation of tenant interactions, maintenance requests, billing activities, and case resolutions within company systems.
- Monitor service request trends and identify opportunities to improve operational efficiency and the tenant experience.
- Coach, mentor, and support Tenant Support Representatives by providing guidance, feedback, and best practices.
- Assist leadership with quality assurance initiatives, process improvements, and team training.
- Ensure compliance with company policies, service standards, and applicable regulations.
Benefits
- Opportunities to learn and develop every day through a wide range of programs.
- Internal digital platforms that promote self-learning.
- Development programs according to Leadership skills.
- Specialized training according to the role.
- Learning experiences with internal and external providers.
- Recognition programs for seniority, behavior, leadership, moments of life, among others.
- Financial wellness programs that will help you reach your goals in all stages of life.
- A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
- WellnessLine for family.
- Thousands of Agreements and Discounts for family.
- Scholarship programs for your children.
- Aid Plans for different moments of life for family.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
