Resident Experience Representative

Tricon Residential
United States, California, Tustin
Nov 15, 2024
Tricon Residential is anownerand operatorofa growing portfolioof morethan 38,000 single-family rental homes in the U.S.Sun Beltand multi-familyapartmentsin Canada.Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon's culture and business philosophy.We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams.Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life's potential. For more information, visitTricon Residential. Job Description As a Resident Experience Representative, you will play a crucial role in delivering exceptional customer service, ensuring that our residents experience world class support and satisfaction. You will be the primary point of contact for resident inquiries, concerns, and requests. Your primary responsibility is to engage directly with customers, providing information and resolving inquiries related to our residents, including rent, maintenance, and other forms of assistance. This position will work 5 days a week, including both Saturday and Sunday, with 2 days off during the week. Saturday and Sunday will be worked at home along with both Monday and Friday if working those days. You will work in our Tustin (92780) office Tuesday, Wednesday, Thursday if scheduled to work any of those days. Essential Duties and Responsibilities include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel. Communicate clearly, compassionately, and with empathy when speaking with residents and internal team members. Demonstrates curiosity and a willingness to go above and beyond to offer an exceptional resident experience Handle inbound and outbound calls related to maintenance and various resident request involving their account Provide assistance, information, and support to residents regarding their queries, concerns, or requests. Address and resolve resident issues, complaints, or inquiries effectively and in a timely manner. Uphold a professional and courteous demeanor at all times, fostering a positive relationship with residents. Resolve resident phone requests, ensuring satisfaction Log resident interactions and transactions, recording details of inquiries, complaints, and comments, via internal systems Answer a high volume of calls with the goal of resolving the residents needs Have a thorough understanding of the services offered to provide accurate information to residents. Coordinate with the internal departments to find solutions and resolve matters Promptly follow up with the customer to ensure they are satisfied with your answer Ability to learn multiple computer software systems and accurately input information into the database Ability to work cohesively with co-workers both within and outside of the department Qualifications and Requirements: High school diploma or equivalent experience Previous customer service or call center experience is a plus. Excellent communication and interpersonal skills. Ability to handle challenging situations with a positive attitude. Strong problem-solving and decision-making skills. Strong work ethic and motivated by accomplishment and success of the team and company Highest level of integrity and transparency Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, including: Frequently required to sit; talk; and hear. Occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch. Occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision and depth perception. At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive. Salary Range Placement within this compensation range will be determined by the candidate's knowledge, experience and skills. $36,590.00 - $54,890.00