Customer Care Specialist, Level 5

Customer Care Specialist, Level 5

The Customer Care Specialist, Level 5, serves as a centralized point of contact for residents and former residents’ inquiries related to lease renewals, delinquency, and outstanding account balances. 

This role is responsible for managing high-volume inbound and outbound communications, providing accurate information, and supporting portfolio-wide communication efforts in alignment with established policies and procedures. The position works closely with centralized operations and on-site teams to ensure consistent, timely, and professional resident engagement.

Key Responsibilities

Resident & Account Communication
• Serve as a primary contact for incoming resident and past resident communications related to renewals, delinquency, and account balances.
• Respond to resident inquiries via phone, email, text, and resident portals in a professional and timely manner.
• Provide clear explanations of renewal options, delinquency status, payment expectations, and next steps based on approved policies.
• Escalate complex, sensitive, or non-standard situations to leadership or appropriate departments as needed.
• Provides credit support guidance to residents by educating them on approved programs, reporting practices, and account resolution steps that may help residents rebuild or improve their credit, while adhering to company policy and regulatory guidelines.

Renewals Support
• Assist with renewal communication efforts, including reminders, follow-ups, and resident outreach campaigns.
• Answer resident questions regarding renewal terms, deadlines, and next steps, ensuring consistent messaging.
• Help generate renewal offers, renewal leases, and related documentation in the property 
management system in accordance with approved pricing, terms, and timelines.

Delinquency & Past Resident Accounts
• Support delinquency communication efforts by contacting residents regarding outstanding 
balances, payment expectations, and deadlines.
• Assist with outreach to past residents regarding unpaid balances, collections communication, and account resolution steps.
• Ensure all communication aligns with Fair Housing, debt collection guidelines, and company 
policies.

Documentation & System Updates
• Accurately document all resident interactions, notes, and outcomes within the property  management system.
• Update account notes to reflect resident communication, payment intentions, or required follow-up actions.
• Maintain organized records to support reporting, audits, and escalation reviews.

Qualifications
• High school diploma or equivalent required; associate or bachelor’s degree preferred
• 3+ years of experience in customer service, resident services, call center operations, or property management support.
• Strong verbal and written communication skills.
• Experience handling sensitive financial or account-related conversations.
• Familiarity with property management systems (Entrata or similar platforms preferred).
• Ability to manage a high volume of inbound and outbound communication efficiently.

Success Metrics
• Timely and accurate generation of renewal offers, leases, and related documentation in accordance with approved pricing and guidelines.
• Supports centralized renewal initiatives designed to improve portfolio-wide renewal retention, with a target benchmark of 60%.
• Demonstrates strong partnership with centralized operations, on-site teams, and leadership.
• Successfully completes assigned delinquency and past resident outreach efforts within required timelines.
• Contributes to improved responsiveness to payment reminders and follow-up communications.
• Meets or exceeds established response-time standards for inbound resident and past resident inquiries across phone, email, text, and portal communication

Work Schedule & Availability

• 
  

  This position requires availability to work weekends, including Sunday. 

  
  


• This position is onsite and performed in an in-office setting.