Resident Services Specialist

The Resident Services Specialist supports the Resident Services Department primarily by responding to resident phone calls. In addition, the Specialist assists walk-in visitors as needed.

This role is responsible for delivering exemplary service in alignment with the values and mission of Castle Group. The Specialist performs all duties with professionalism and strong customer service skills that reflect Castle’s Royal Service standard. Success in this position requires effective collaboration with other departments as well as courteous and efficient interaction with residents and external customers.

Responsibilities may include some or all of the following, as applicable:

• Handle inbound calls and address residents’ concerns in accordance with Castle’s Royal Service standards.

• Make outbound calls as needed to provide updates and close the loop with residents.

• Ensure accurate and effective communication with Property Managers through different communication channels.

• Explain account ledgers and provide residents with copies when requested.

• Walk homeowners through the payment process step by step.

• Be able to handle a variety of requests related to payments.

• Research and resolve account issues.

• Print and provide replacement coupons.

• Provide sales and leasing information as needed.

• Create, process, follow up on, and close service request tickets via email.

Qualifications

Education/Training/Certifications/Licenses

• High school diploma required.

• Associate’s degree with a concentration in business preferred, or an equivalent combination of education and experience.

Experience/Knowledge/Skills

• 1–2 years of customer service experience preferred, with a strong understanding of customer service principles and practices.

• Call center experience preferred.

• Excellent interpersonal, written, verbal, and telephone communication skills.

• Strong organizational skills with the ability to prioritize, manage time effectively, and meet deadlines while maintaining composure.

• Proven ability to create and maintain effective, customer-focused relationships at all levels within the organization.

Computer Literacy

• Intermediate proficiency in Microsoft Windows, Word, Excel, PowerPoint, and Outlook.

• Ability to type at least 50 words per minute.

Language Requirements

• Fluent in English and Spanish.

Physical Requirements

• Ability to lift up to 5 lbs. and remain in a sitting position for extended periods.

• Extensive use of hands/fingers for typing and visual use of a computer monitor.

• Ability to communicate, receive, and exchange information effectively through spoken and written means.

• Occasional outdoor tasks such as placing decals on cars may be required.

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Working Conditions

• Work is primarily performed indoors in a temperature-controlled environment with low to moderate noise levels.

Disclaimer
This job description is not intended to be all-inclusive. Management reserves the right to change or modify responsibilities, qualifications, and other aspects of the position at any time.