CX Advocate-CBP, Cust Sup

Overview
The CXA-CBP is responsible for identifying customer needs, accurately documenting issues, and providing timely resolutions while ensuring a seamless end-to-end customer journey. It also involves collaborating with cross-functional teams, contributing to process improvements, and maintaining high service levels through effective time management and ownership of customer issues

Responsibilities

• Provide First-Tier Customer Support while Advocate for exceptional customer experience by identifying and removing roadblocks that hinder a seamless end-to-end customer journey
• Provide prompt, accurate, and knowledgeable responses to customer inquiries and complaints across multiple channels (voice and non-voice).
• Take full ownership of customer issues from initial contact to resolution, ensuring follow-up and customer satisfaction.
• Handle service transactions related to Resident/Front Office products, maintaining a solid understanding of these product offerings.
• Utilize reference materials and internal systems to provide confident, efficient, and accurate information.
• Document customer interactions and resolutions in the ticketing system, ensuring completeness and clarity.
• Escalate complex issues to appropriate support teams with detailed documentation and context.
• Collaborate with cross-functional teams to identify opportunities for process improvement and contribute to customer loyalty initiatives.

Qualifications

• Required for External: At least senior high school graduate preferably technical courses
• 6 months of experience in technical support role.

Required For Internal

• At least 6 months experience in RPCC or FORS

• Work Environment

• Fast-paced, customer-focused support environment.

• Hybrid work setup
• Occasional overtime or on-call support during critical periods.

Knowledge/Skills/Abilities
Required:

• Technical Skills:

• Basic understanding of SaaS, property management software, or related tech.

• Familiarity with RealPage products in Resident Solutions and Front Office
• Experience with CRM/ticketing systems (e.g., Salesforce, Zendesk).

• Basic to Intermediate knowledge of Microsoft PowerPoint, Word and Excel.

• Soft Skills:

• Above average communication and active listening skills.

• Patience and empathy when dealing with customers.
• Ability to comprehend complex technical concepts.
• Strong organizational & time-management skills with the ability to handle multiple tasks
• Ability to collaborate effectively with other team members
• Strong problem-solving, critical thinking and analytical skills