Tricon Residential is an owner and operator of a growing portfolio of more than 38,000 single-family rental homes in the U.S. Sun Belt and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon's culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life's potential. For more information, visit Tricon Residential.

Job Description

The Senior Resident Experience Support Specialist specializes in online message communication and will be overseeing a team of Resident Experience Support Specialists, handling daily metrics, escalations, reporting, and feedback to management. This role is responsible for providing exceptional service to residents through written and phone communication, with primary focus on handling resident inquiries, concerns, and requests via online messaging, ensuring prompt and accurate resolution while maintaining a high level of professionalism and empathy.

Essential Duties and Responsibilities include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by management personnel.

Communicate clearly, compassionately, and empathetically with residents through online messaging
Handle online and phone messaging related to maintenance requests, account inquiries, and various resident needs
Resolve resident issues, complaints, or inquiries promptly and efficiently, ensuring resident satisfaction
Log resident interactions and transactions accurately in internal systems, recording details of inquiries and comments
Collaborate with internal departments to find solutions and resolve resident matters efficiently
Uphold a professional and courteous demeanor in all interactions, fostering positive relationships with residents
Maintain a thorough understanding of the services offered to provide accurate information and assistance to residents
Continuously strive to exceed resident expectations, demonstrating a willingness to go above and beyond to offer an exceptional resident experience

Qualifications:

Excellent written communication skills with a strong command of grammar, attention to detail, spelling, and punctuation
Ability to type quickly and accurately, with strong typing skills
Demonstrated ability to handle a high volume of online messaging while maintaining attention to detail
Strong problem-solving and decision-making skills, with the ability to think critically and creatively to resolve resident issues
Ability to handle challenging situations with a positive attitude and maintain composure under pressure
Excellent interpersonal skills, with the ability to build rapport and communicate effectively with residents and team members
Proficiency in using computer software systems and willingness to learn new technologies
Strong work ethic, motivated by the accomplishment and success of the team and company
Highest level of integrity and transparency in all interactions

Minimum Requirements:

High school diploma or equivalent experience
Previous customer service experience, preferably in a call center or similar environment

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, including:

Frequently required to sit; talk; and hear
Occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch
Occasionally lift and/or move up to 10 pounds
Vision abilities required by this job include close vision, distance vision and depth perception

At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.

Salary Range

Placement within this compensation range will be determined by the candidate's knowledge, experience and skills.

$40,260.00 - $60,400.00