Resident Services Specialist II (Customer Service)

AMH is one of the leading single-family rental companies and homebuilders in the country, recently recognized as a top employer. They are seeking a Resident Services Specialist II to provide effective customer service to tenants and non-tenants through calls and emails, ensuring satisfaction and problem resolution.

Responsibilities:

• Handle inbound calls and/or emails from tenants, vendors, potential tenants on a daily basis, regarding company properties, resident accounts, resident maintenance repairs, to determine appropriate solutions
• Focus on quality customer service, asking questions to determine specific issues and processing solutions or moving the issue to the correct person or work group for handling
• Provide accurate and timely assistance to the caller and document transactional activity in CRM database or other systems, ensuring proper call handling and follow up as needed
• Collaborate and communicate with internal departments, vendors, business partners; assist and participate in problem-solving in an effective and timely manner within job scope
• Place outbound calls to follow up with customers and property management regarding actionable items and/or provide additional information
• Support the department by assisting with special projects and other administrative duties as assigned
• Attend in-person meetings and trainings as required

Requirements:

• High school diploma or GED required
• A minimum of one year of experience within an inbound call center environment required
• Proficiency in PC skills and MS Office Suite required
• Excellent communication (verbal and written), problem-solving, time management and conflict resolution skills
• Strong relationship management, organizing and customer service skills
• Associate's Degree preferred
• Experience with customer service software applications preferred
• Bilingual abilities (English/Spanish) are a plus
• Knowledge of Real Estate, construction, and/or Property Management industry preferred