Resident Services Manager

As a Resident Services Specialist, you’ll be a key member of our Center of Excellence (COE), delivering exceptional, personalized support to residents and internal teams across phone, email, and digital channels in a fast-paced contact center environment. This role plays a vital part in strengthening resident relationships, resolving concerns efficiently, and driving satisfaction and retention through service excellence.

The ideal candidate thrives in a high-volume setting and brings a calm, solutions-focused approach to every call, message, or case. If you’re dependable, detail-oriented, and motivated by helping others, you’ll make a meaningful impact here.

• Respond to resident inquiries with professionalism, urgency, and empathy
• Proactively manage a shared workload and support cross-functional collaboration
• Consistently meet or exceed key performance indicators (KPIs) and goals
• Demonstrate strong communication, critical thinking, and multi-tasking abilities
• Thrive in a fast-paced, diverse, team-driven environment
• Prioritize tasks effectively and deliver results within established timelines
• Adapt to an environment which promotes innovation, change, and continuous improvements
• Ability to excel in a contact center by leveraging continuous coaching and professional development

• Bachelor’s degree or equivalent industry experience
• 2+ years’ experience in sales, customer service, or contact center operations
• Experience in the multifamily industry preferred
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office Suite, Funnel, OneSite and RealPage applications
• Proficiency using CRM tools in a contact center environment
• Flexibility to work weekends and/or extended hours as business needs require
• Bilingual (English/Spanish) proficiency is a plus