Resident Support Associate

Job Summary

We are hiring an SSC Consultant I to join our centralized customer support team. This role is primarily responsible for providing inbound and outbound customer support to current residents and prospective customers, serving as an initial point of contact for inquiries related to AIR communities.

This position is based in our centralized operations environment and primarily supports customers via phone, email, and online chat. Team members collaborate closely with community teams to deliver exceptional customer experiences.

• Respond to inbound and outbound customer inquiries regarding community and leasing information
• Schedule onsite appointments with leasing consultants for prospective residents
• Follow up with leads to highlight community features and encourage tours
• Initiate and manage follow-up on customer service requests
• Conduct customer surveys regarding community experience
• Contact residents regarding delinquent rent accounts
• Utilize multiple communication channels including phone, email, and online chat
• Navigate internal systems for tracking, documentation, and issue resolution
• Refer complex inquiries to senior team members or appropriate resources as needed

• High school diploma or equivalent required
• 0–2 years of customer service experience preferred
• Previous call center experience or training is a plus
• Ability to multitask and navigate multiple systems efficiently
• Strong communication skills, both written and verbal
• Comfortable working in a fast-paced, customer-focused environment
• Basic troubleshooting and problem-solving abilities

• Expected pay rate of $19 - $22 per hour.
• Paid time off including vacation, sick time, and 14 holidays.
• Medical, dental, vision, and life insurance options, HSA/FSA plans, short and long-term disability paid by the company.
• 25% Rent Discount at any AIR community (a rental application is required, and certain exclusions apply).
• 401(k) plan with up to 6% employer contribution.
• Paid parental leave of up to 16 weeks.
• Tuition assistance program and up to 100% reimbursement for job-related certifications and licenses.
• 15 hours of paid time annually for community service.
• Commuter benefits and pet insurance.
• Consumer discounts on various products and services.
• Opportunities for ongoing professional development, leadership training, and career growth.

AIR values diversity and provides equal employment opportunities to all employees and applicants for employment. AIR prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.