About the Role:

The Customer Service Representative (CSR) in the Resident Support Department is responsible for delivering exceptional support to residents by addressing inquiries, troubleshooting technical issues, and assisting with payment and account questions. This role plays a key part in ensuring resident satisfaction and smooth operations within the department. Strong communication, critical thinking, and time management skills are essential for success. Bilingual candidates (Spanish) are preferred.

Key Responsibilities

• Answer 50+ inbound resident support calls daily, providing clear and professional assistance
• Troubleshoot website and resident portal challenges, guiding residents through solutions
• Research and resolve accounting inquiries related to payment application
• Document resident interactions accurately in internal systems
• Escalate complex issues to appropriate team members or management as needed
• Ensure high-quality customer service with attention to detail and accuracy
• Spend 75–100% of shift actively on the phone assisting residents

Qualifications & Skills
Important Skills:

• Strong critical thinking and problem-solving abilities
• Excellent time management and organizational skills
• Clear written and verbal communication skills
• Proficiency in Microsoft Office applications, internal call center software, and Caliber
• Basic Excel skills are a plus

Ideal Personality & Mindset:

• Service-minded and proactive in resolving resident issues
• Collaborative and dependable within a team environment
• Detail-oriented and able to manage multiple tasks simultaneously
• Patient and empathetic when interacting with residents

Tools & Technologies

• Microsoft Office applications
• Internal call center software
• Caliber (industry-specific software)

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 & Environment

• Monday – Friday, 9:00 AM – 5:30 PM EST (US)

Compensation

• $5/hour
• All raises and bonuses are at the discretion of the client.