Multichannel Resident Support Specialist

Summary:

We are looking for an experienced Resident Support Specialist to join our growing team and support our customers, residents enrolled in our Benefit Packages. The Resident Support Specialist helps the team by delivering an unforgettable resident experience, solving resident issues with positive energy, a can-do attitude and a smile you can feel.

Roles and Responsibilities:

• Answer inbound customer service inquiries from residents via email, phone, and chat using SalesForce Service Cloud
• Maximize resident satisfaction with timely responses and first touch resolutions delivered with quality and professionalism
• Maintain an excellent understanding of all products within a Resident Benefit Package and effectively translate their benefits to our residents
• Escalate complex issues to our Customer Success group and other specialized internal teams
• Meet and exceed customer expectations, goals and metrics (CSAT scores, response time SLAs, etc.)
• Create “triple win” experiences with proactive customer service that includes effective questioning, listening, probing, building rapport and objection handling
• Maintain an accurate directory of customer contact details and company information for residents as well as proactively seek out opportunities to obtain other information to ensure clean accurate data (in SalesForce and partner platforms)
• Exemplify the highest professional standards and promote our ethics of trust, open communication, creative thinking and cohesive team effort
• Continually strive for excellence while following SOP
• Review and update

Required Skills:

• 2+ years experience with customer service, building rapport over the phone and overcoming objections
• 1+ year BPO experience in multichannel roles
• Experience with Salesforce Service Cloud (or similar) and G-suite
• Proven experience delivering results while meeting tight deadlines
• Ability to communicate effectively with internal and external stakeholders
• Confident personality with the ability to adapt quickly in a technology-led environment
• Ability to plan and organize workload in a fast-paced environment
• Ability to work successfully as an IC and as part of a team
• Team and customer-service focus
• Ability to work some weekend hours/later weekday hours

We get it. Requirements can sometimes hold people back from applying to a job, but don’t let that be the case here. If you believe you have the skills it takes to elevate this role, team, and company, we encourage you to apply for this role.