Customer Support Agent - REF122Y

High school diploma or equivalent (Associate’s or Bachelor’s degree preferred). 1–2 years of experience in customer support, preferably in a property management or real estate environment. Hands-on experience using SAP and RealPage platforms is required. Excellent written and verbal communication skills. Proficiency with CRM and customer support tools (e.g., Zendesk, Freshdesk). Strong problem-solving skills, with the ability to work independently and manage multiple tasks. High attention to detail and organizational skills. Empathetic and professional demeanor, especially when handling escalated issues.

Respond to resident inquiries via phone, email, or chat, delivering a positive and solution-focused customer experience. Support residents in using the property portal for tasks such as rent payments, submitting maintenance tickets, and accessing community resources. Troubleshoot and resolve payment-related issues, including transaction failures, billing discrepancies, and auto-pay setups. Guide residents through submitting and tracking maintenance requests efficiently. Utilize SAP and RealPage to manage resident records, service requests, and financial transactions. Accurately document all customer interactions in the CRM and escalate complex issues when necessary. Collaborate with internal teams to ensure prompt resolution of resident concerns. Stay up to date with portal features, policy changes, and process updates. Offer feedback to help improve the customer experience and portal usability.