About the Role:

We are seeking a highly customer-focused Resident Services Specialist to support homeowner inquiries and account needs within a fast-paced residential services environment. This role is responsible for delivering exceptional support to residents by handling inbound calls, assisting with account-related questions, and ensuring accurate documentation of all interactions.

The ideal candidate is detail-oriented, organized, and able to manage multiple priorities while maintaining a professional and empathetic approach. This position plays a key role in ensuring homeowners receive timely, accurate, and high-quality service across all communication channels.

Key Responsibilities

• Answer inbound homeowner calls and provide accurate account assistance and support
• Assist homeowners with payments, portal access, and general ledger/account inquiries
• Create, document, and update tickets accurately within Zendesk
• Maintain detailed and accurate records of all homeowner interactions
• Utilize Jenark, TownSq, payment platforms, and Microsoft tools to support resident needs
• Communicate effectively with homeowners through phone, email, and internal systems
• Troubleshoot basic account or portal issues and escalate when necessary
• Ensure timely follow-up on resident requests in alignment with service expectations
• Maintain high-quality customer service standards in every interaction
• Spend approximately 75–100% of each shift handling inbound phone support

Qualifications & Skills

Important Skills:

• Strong customer service and communication skills
• Ability to multitask in a high-volume, fast-paced environment
• High attention to detail in documentation and account management
• Proficiency with Zendesk or similar ticketing systems
• Familiarity with payment platforms and account servicing tools
• Basic proficiency with Microsoft Outlook and Microsoft Teams
• Strong problem-solving and troubleshooting abilities
• Ability to manage sensitive homeowner/account information professionally

Ideal Personality & Mindset:

• Customer-first and service-oriented mindset
• Calm and professional under pressure
• Highly organized and detail-focused
• Reliable and consistent in performance
• Proactive in resolving issues and supporting residents
• Strong team player with clear communication habits
• Adaptable in a fast-changing support environment

Tools & Technologies

• Zendesk
• Jenark
• TownSq
• Payment processing platforms
• Microsoft Outlook
• Microsoft Teams

Skills requirements:

1. Excellent English verbal and written communication
2. Strategic thinker
3. Writing and documentation skills
4. Must be able to prioritize work
5. Courteous and friendly
6. Organized and has great attention to detail and quality assurance
7. Ability to build trust
8. Ability to work independently and manage multiple priorities
9. Phone communication skills
10. Other skills as required

Software requirement:

– Licensed OS

Hardware requirements:

1. 5 MBPS or higher Internet (hardwired / not WIFI). If you don’t have 5 MBPS then you must agree to if selected.
2. Private and quiet dedicated home office area
3. Modern computer and operating system
4. Back-ups in case of power or Telco interruptions
5. Good headset and webcam (Preferably noise-canceling headset)

Work schedule:

Monday to Friday

Work hours:

8:30 AM to 5:00 PM Eastern Timezone

8:30 PM to 5:00 AM Manila