Resident Support Specialist

3 days ago

Manila, National Capital Region, Philippines Extenteam Inc. Full time ₱400,000 - ₱1,200,000 per year

We are looking for a Resident Support Specialist for a Property management client of ours. The Support Help Desk is a key member of the centralized Resident Support team focused on resident retention.

  • This customer service-oriented role requires managing a portfolio of superb apartment communities and providing world-class support to residents. You will oversee inquiries regarding lease renewals, move-outs, renter's insurance, and general resident concerns.
  • This role is for a problem-solver who can work both independently and collaboratively, empowering you to ensure resident satisfaction and achieve renewal goals.

Qualifications:

  • Education: A high school diploma or equivalent is required.
  • Experience: A candidate must have a background in customer service with a strong emphasis on verbal and written communication.

  • Skills and Competencies:

  • Customer Focus: Dedicated to exceeding the expectations of our internal and external customers.

  • Systems:Proficient in Microsoft Office Suite (Outlook, Excel, Power BI). Experience with Property Management software is a plus.
  • Communication: Effectively conveys information and explains processes clearly in writing and verbally.
  • Collaboration: Teamwork is at the heart of our operations. You'll work cooperatively and effectively with others, fostering a supportive and collaborative work environment to achieve individual and team goals.
  • Initiative: Takes proactive steps to address issues and improve processes.
  • Adaptability: Adjusts quickly to changing priorities and technologies.
Primary Job Duties:

  • Renewal Management:

  • Proactively contact residents within your assigned portfolio to discuss lease renewals.

  • Effectively communicate renewal options, lease terms, and rent increases.
  • Address resident concerns and objections regarding renewals.
  • Negotiate lease terms within established guidelines to maximize retention rates.

  • Ensure timely processing of lease renewals.

  • Customer Service:

  • Respond to resident inquiries via phone, email, and other communication channels.

  • Provide timely and accurate information regarding lease agreements, community guidelines, and other resident concerns.
  • Assist residents with move-out procedures and ensure a smooth transition.
  • Ensure residents remain in compliance with our renter's insurance requirements.
  • Escalate complex issues to the appropriate on-site team members.

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