Customer Care Specialist, Level 4

Description

The Customer Care Specialist, Level 4 is a senior role within Hillpointe’s centralized contact center and support operations. This position oversees the complete experience lifecycle, from early prospect interest to ongoing resident support.

A successful Level 4 Specialist provides empathetic, detail-oriented, and proactive support, ensuring applicants move smoothly through the leasing process and current residents receive fast, accurate assistance

• Handle general resident inquiries including billing, lease questions, account clarification, and community information.
• Handle outbound follow-up via call, SMS, and email to nurture leads and confirm tours.
• Receive and coordinate light maintenance/service requests and route to onsite teams for resolution.
• Update CRM/property management systems with clear call notes and lead status.
• Assist leadership with identifying workflow gaps and recommending process improvements.
• Maintain high accuracy, professionalism, and ownership of each case.
• Verify application information for accuracy and completeness before review.
• Serve as the applicant’s primary point of contact once the application begins.
• Lead-to-tour and tour-to-lease conversion performance.
• De-escalate customer concerns with professionalism and empathy.
• Conduct guided virtual tours and support virtual leasing office experiences.
• Provide support to Level 1 and Level 2 teammates when issues require advanced knowledge.
• Explain needed documents, next steps, screening requirements, and expected timelines.
• Answer inbound prospect calls; qualify leads and schedule property tours.
• Identify incomplete or missing materials and follow up promptly.
• Monitor and respond professionally to online reviews and customer feedback.
• Collaborate with property and leasing teams to support occupancy goals.
• Regular collaboration with leasing, operations, and maintenance teams.
• Work closely with property and screening teams to move applications through final approval.

Requirements

• Ability to manage multiple conversations and tasks simultaneously.
• Proficiency with property management or CRM systems (, Entrata, Funnel, etc.).
• Familiarity with maintenance request workflows.
• Resident satisfaction and first-contact resolution rate.
• Multifamily leasing or resident services experience.
• Experience conducting guided virtual tours.
• High attention to detail; strong organizational and follow-through skills.
• 2-4 years of experience in a call center, leasing, retail, server, bartender, hotel customer service, or resident services.
• Quality, Mentorship & Escalation
• Strong communication skills (verbal, written, and digital messaging).
• Quality and timeliness of follow-up communications.
• Accuracy and completeness of applicant documentation.
• Professionalism and tone in review responses and customer interactions.
• High call/message volume; fast-paced, team-oriented environment.
• Emotional intelligence and confidence in handling escalations or sensitive issues.

Benefits

• Light service request intake
• Escalation assistance and mentorship for junior team members
• Location Maitland, In-person, 9-6 M/F with Weekend hours 10-5 Sat and 1-5 Sun. No Flex or Hybrid.

Training + Development

Interview process

Visa Sponsorship

Security clearance