Bilingual Resident Services Specialist

The role

You will serve as the primary point of contact for residents within a centralized Contact Center. You will respond to calls, emails, and chat inquiries to foster resident relationships and resolve concerns.

What you will do

• Respond to incoming resident calls, emails, and chat inquiries
• Maintain consistent, clear communication with multiple residents simultaneously
• Address questions and concerns with empathy and patience
• De-escalate challenging situations when necessary
• Navigate multiple technology platforms
• Collaborate effectively within a team environment
• Uphold Fair Housing practices and company standards

Required qualifications

• 2+ years of experience delivering exceptional customer service
• High school diploma or equivalent
• Ability to handle confidential information with discretion and integrity
• Exceptional time management, prioritization, and organizational skills
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Familiarity with property management platforms such as Funnel, OneSite, and RealPage
• Skilled in CRM tools
• Ability to accurately review applications, verify documentation, and maintain compliance
• Ability to adapt to changing priorities and maintain accuracy under pressure

Nice to have

• Experience in a service-driven or high-volume contact center environment
• Experience in the multifamily housing industry

About the company

Cortland is an international, vertically integrated multifamily real estate investment, development, and management firm. It is recognized as one of the top 10 multifamily owners and operators in the US.