Resident Support Associate

Job Description

Job Description

We are hiring an Resident Support Associate 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.

Where You Will Work

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.

What You Will Do

* 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