Customer Care Specialist, Level 3

Description

The Customer Care Specialist Level 3 position will perform all duties including handling inbound prospect calls, scheduling tours, conducting virtual tours, outbound follow-ups, reputation management response, etc. This role supports with resident customer service calls, and application facilitation. This role is central to converting prospects into residents and maintaining ongoing resident satisfaction through proactive and reactive support.

• Respond promptly to inquiries, providing personalized assistance and converting leads into scheduled or virtual tours.
• Address escalated issues professionally and refer complex cases to management when needed.
• Accurately record and update prospect information, notes, and follow-ups to support seamless communication with the onsite leasing teams.
• Share insights to enhance processes, scripts, and training based on front-line experience.
• Route calls to the appropriate team, handle light service requests, and assist with prospective resident inquiries.
• Support prospectives residents through the application process including documents, resolving issues, and coordinating with property teams.
• Communicate regularly with leaders, share property updates, and assist with mentoring National Leasing Specialists.
• Take on additional tasks and projects needed to support team and property success.

Requirements

Customer Care Specialist Level 3

• Empathetic, patient, and customer-centric mindset with the ability to deescalate
• Weekend availability required
• High attention to detail and accuracy
• Experience in a call center, property management, or customer service environment
• Excellent verbal and written communication skills
• Comfortable tracking metrics, identifying trends, proposing improvements
• Ability to multitask, prioritize, and manage time across high volumes of requests
• Exceptional problem-solving abilities
• Comfort in using phone, SMS, email, chat/messaging platforms
• Strong proficiency in CRM systems

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance