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

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 & Environment

• Monday through Friday
• 8:30 AM – 5:00 PM EST
• Remote work environment

Compensation

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