Customer Support Representative

What is a Customer Support Representative?

A Customer Support Representative serves as the first point of contact for residents, prospective tenants, and other stakeholders, providing professional and timely assistance. They address inquiries, solve problems, and ensure smooth communication between tenants and property management teams, enhancing the overall customer experience.

This role combines customer service, administrative tasks, and collaboration with internal teams to ensure tenant satisfaction and operational efficiency.

Average Monthly Employment Cost (with Benefits)

Average Annual Employment Cost (with Benefits)

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Customer Support Representative Job Description

We are looking for a Customer Support Representative to deliver exceptional service to residents and prospective tenants. In this role, you will handle customer inquiries, resolve concerns, and provide support for property management operations.

You will act as a liaison between tenants and property management teams, ensuring seamless communication and timely resolution of issues. If you are customer-focused, organized, and enjoy problem-solving in a dynamic real estate environment, this position is an excellent fit.

In this role, you will: 

• Customer Service: Professionally engage with residents, prospective tenants, and other stakeholders through phone, email, and chat.
• Problem-Solving: Address tenant concerns, schedule property tours, assist with lease inquiries, and coordinate maintenance requests efficiently.
• Team Collaboration: Work closely with property managers and maintenance teams to facilitate communication and ensure prompt issue resolution.
• Administrative Support: Manage property databases, prepare reports, and schedule appointments as needed.
• Resident Relations: Build positive relationships with residents by maintaining a friendly and professional demeanor.
• Documentation: Maintain accurate records of tenant interactions, maintenance requests, and follow-up actions in property management systems.
• Feedback Collection: Gather and share resident feedback to help improve property management services.

Essential Skills & Qualifications:

• Customer Service Experience: Previous experience in customer service, ideally within the real estate or property management industry.
• Communication Skills: Excellent verbal and written communication skills to effectively engage with diverse audiences.
• Interpersonal Skills: Strong ability to build rapport and maintain positive relationships with residents and team members.
• Organizational Skills: Exceptional time-management and multitasking abilities to handle multiple requests simultaneously.
• Technical Proficiency: Proficiency in Microsoft Office Suite and property management software, with the ability to quickly learn new tools.
• Attention to Detail: High accuracy in maintaining records and completing administrative tasks.
• Problem-Solving Skills: Ability to assess situations, provide solutions, and resolve issues efficiently.

Preferred Qualifications:

• Familiarity with property management software, such as Yardi or AppFolio.
• Background in real estate or property management is a plus.
• Experience handling customer support in high-demand, fast-paced environments.