Resident Support Specialist

🔥 13 minutes ago

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Open Management

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🏠 Real Estate

🏗️ Construction

💼 Consulting

Real Estate • Construction • Consulting

Open Management is a professional property management company specializing in manufactured housing and RV communities. It offers full-service operations, leasing, and financial management plus in-house infill (home installation) and capital improvement programs, home renovations, vendor coordination, rent collection, and performance reporting. The firm emphasizes end-to-end delivery — from pad prep and utility hookups to capital projects (water/sewer, roads, electrical) and asset reactivation — and notes experience across 6,500+ units in 16 states. Services include third-party property management, infill management, and consulting, with partnerships with manufacturers and financing networks to place homes and speed lease-up and NOI improvement.

📋 Description

• Serve as the first point of contact for resident inquiries via phone, email, and/or chat • Address resident questions related to rent payments, lease terms, maintenance requests, account balances, and general community issues • Accurately log and route resident interactions using internal systems and maintain clear case notes • De-escalate and resolve resident concerns with professionalism, empathy, and a service-focused approach • Coordinate with Community Managers, Regional Property Managers, and other internal team members to follow up on unresolved issues • Maintain accurate records of resident communications, case status, and follow-up actions • Monitor open items and help ensure resident questions and concerns are addressed in a timely manner • Meet call quality, response time, documentation accuracy, and resident satisfaction expectations • Identify recurring resident issues or trends and flag them to leadership for review • Support resident communication initiatives and administrative tasks as business needs evolve • Take initiative with assigned responsibilities, maintain a positive attitude, and contribute to a collaborative remote team environment

🎯 Requirements

• Fluent in both Spanish and English, written and verbal, required • Previous experience in a call center, customer support, resident services, or similar support environment required • Possess the ability to connect with a variety of personalities over the phone and in writing • Exudes extreme ownership and extreme collaboration while remaining professional during interactions with residents, team members, vendors, and leadership • Strong communication, active listening, and problem-solving skills • Ability to use computer systems effectively and efficiently; training will be provided on company-specific systems • Comfortable working with CRM, ticketing, case management, or property management software • Ability to manage a high volume of inquiries while maintaining accuracy and a positive tone • Highly organized, detail-oriented, and able to follow through on assigned tasks • Reliable internet connection and a quiet, professional remote work environment • Experience in property management, real estate, manufactured housing, or a related service industry is highly desired