Support Services Specialist
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Job Description
Remote Support Services Specialist serving residents, vendors, and property teams for an Illinois property management company. Coordinating service requests, records, scheduling, and customer support.
Responsibilities:
- Serve as the first point of contact for residents, prospective residents, vendors, property teams and internal departments
- Assist residents, consumers and vendors through telephone, email and online communications
- Provide timely, professional, solutions-based service
- Handle service inquiries, account questions, scheduling and general needs
- Communicate clearly and transparently and refer difficult issues to appropriate departments
- Coordinate and track service requests from start to finish
- Schedule appointments and update residents and property teams
- Liaise with internal departments and service suppliers to ensure timely follow-up
- Track service history and open requests
- Support business processes that enhance service delivery and resident satisfaction
- Maintain accurate resident, vendor and service records
- Perform data entry, records management and administrative support
- Report and maintain records for support activities
- Comply with company policies, practices and data privacy standards
- Work with property management teams and internal departments
- Participate in team meetings, training and professional development
- Identify process improvement and service quality opportunities
- Help build a collaborative service culture
- Deliver resident and client experience, accurate records, proactive troubleshooting, productivity, quality and service objectives
Requirements:
- GED or high school diploma or equivalent
- Minimum one year experience in customer service, administrative support, resident services, operations support, scheduling or related field
- Excellent written and verbal communication skills
- Excellent organizational and time management skills
- Strong organizational and multi-tasking skills
- Attention to detail and a devotion to accuracy
- Experience with Microsoft Office Suite, Google Workspace and web based business applications
- A good high speed internet connection and a dedicated work area
- Independent, self-starting, and able to connect with a distant team
- Preferred: A.A. or B.A.
- Preferred: Experience in property management, multi-family housing, resident services, hospitality, customer assistance or other relevant businesses
- Preferred: Experience using CRM, ticketing, property management or customer service software
- Preferred: Experience working with remote/distributed teams
- Preferred: Excellent dispute resolution and problem solving skills
Benefits:
- Home office setting and flexible working
- Medical, Dental & Vision Insurance
- 401(k) business match retirement plan
- Vacations & Time Off
- EAP, Employee Assistance Program
- Professional Development Reimbursement
- Opportunities for training and career advancement
- Staff health & wellness services
- Collaborative and inclusive work environment
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