Second Avenue is the premier platform for enabling institutions to deploy meaningful capital into single-deeded residential assets (SFR) while retaining control and valuable lines of sight into their investments over time. Second Avenue’s proprietary technology and exclusive relationships have allowed it to bring scale to scattered single family investment homes, a strategy that was previously untenable as an institutional asset class. The Company provides all aspects of sourcing, acquisition and property management services for its clients.
We offer a positive culture and professional work environment. Please see our website for additional background on our business platform – www.secondavenue.com.
Position Summary
The Resident Experience Specialist is responsible for timely and accurately answering inbound Resident service inquiries via phone and email. The ideal candidate would possess excellent customer service skills as well as analytical thinking to help advance the service center model into a true help desk.
Duties and Responsibilities
Answer inbound phone inquiries from residents while providing high quality and accurate responses.
Managing and resolving residents inquiries and/or issues with an “I can help” attitude.
Provide a high level of service for residents, with dedication to service with a positive sense of urgency.
Respond to incoming emails using standard scripts and methodologies.
Research required information using multiple systems and resources.
Analytical and critical thinking for incoming inquires to help develop and streamline resolutions and responses to our residents in a timely manner.
Route calls, emails and inquiries/requests to appropriate departments or individuals as needed.
Accurately complete and document information in the system to ensure inquiry is captured correctly.
Identify and escalate priority issues.
Job Competencies
Reliably accessible via phone and/or email, except during approved time off.
Must be available to work evenings, weekends and non-traditional holidays, as needed.
Extreme attention to detail and ability to communicate complex findings in clear and concise manner.
Ability to determine trends and communicate same to senior management.
Ability to compare, copy, compute, compile, analyze, coordinate, negotiate, communicate, and instruct.
Ability to tolerate stressful situations and manage same effectively to resolution.
Ability to work under minimal supervision.
Qualifications and Experience
High School diploma or equivalent.
Three years inbound call center experience in a fast-paced environment.
Familiar with call center metrics/KPI expectations.
Excellent verbal and written communication skills.
Ability to use a computer proficiently, including Microsoft Outlook, Word and Excel.
Ability to prioritize and multi-task in a fast- paced environment.
Work well with others with a positive friendly attitude.
Job Type
Full-time, Salaried Exempt
Benefits
Short-term Disability, Medical, Dental and Vision Insurance, Retirement Services, Paid Time Off and Paid Holidays
NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.
