Resident Experience Specialist

The Resident Services Specialist acts as the primary point of contact for Avanti Residential residents, focusing on building positive relationships and ensuring excellent customer service. This role handles resident-related administration, phone interactions, and email communications with a calm and professional demeanor, ensuring quick resolution to inquiries and concerns.

• Build and maintain positive relationships with residents by addressing inquiries, concerns, and requests promptly.
• Build and maintain positive relationships with on-site teams of the properties that are being supported.
• Respond to resident inquiries via telephone, email, and text, determining and providing appropriate solutions.
• Focus on quality customer service, processing solutions efficiently or directing issues to the correct team.
• Manage resident satisfaction by providing solutions to issues while adhering to policy guidelines and escalating concerns when necessary.
• Place outbound calls to follow up on resident matters and provide additional information as needed.
• Log all communications and updates in the CRM system for accurate record-keeping.
• Perform training and development tasks as required
• Must attend all customer service and performance-related scheduled meetings as required.
• Comply and adhere to Auxis operational processes and security policies

• High School Diploma required.
• English –Spanish Language (Oral and writing 90 % or higher) (C1 or above)
• 1–3 years of experience in customer service or a call center environment.
• Familiarity with CRM platforms, Yardi, Excel, Word, and Outlook is advantageous.
• CCRM Certification required if permanent employee (must be obtained within 6 months of hire).
• Excellent verbal and written communication skills.
• Strong interpersonal and emotional intelligence abilities.
• Ability to multitask, prioritize effectively, and work efficiently under minimal supervision.
• Organized and detail-oriented, with strong problem-solving skills.
• Customer service-driven with a focus on empathy and authenticity.
• Flexible and adaptable to a fast-paced, ever-changing work environment.
• Technical proficiency and the ability to work with various online platforms.
• Capable of working weekends on a rotating schedule.
• Resource will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Eastern Time Zone
• Strong problem resolution skills.
• Strong troubleshooting skills.
• Required communication with onsite staff.
• Ability to follow an approval process and work quickly to solve customer service issues.