Customer Service Representative

We are looking for a Customer Service Representative to support resident communications for a real estate and property organization in Tustin, California. This is a Contract position expected to run for 90 days, with potential for extension, and follows a hybrid schedule with remote work on Monday and Friday and onsite work Tuesday through Thursday. In this role, you will serve as a key point of contact for residents, delivering timely assistance, resolving concerns, and helping create a positive service experience through every interaction.

Responsibilities:
• Respond to incoming resident calls and place outbound follow-up calls regarding maintenance matters, account questions, and service-related requests.
• Provide clear and considerate support to residents by addressing questions, concerns, and requests with professionalism and empathy.
• Resolve complaints and service issues efficiently while ensuring each case is handled accurately and within expected timeframes.
• Document conversations, requests, and outcomes in internal systems so records remain complete and up to date.
• Manage a high volume of interactions while maintaining quality, attentiveness, and a strong focus on first-contact resolution.
• Work closely with cross-functional teams to gather information, coordinate next steps, and help bring resident issues to resolution.
• Stay informed on available services and policies in order to give residents accurate guidance and appropriate next-step recommendations.
• Follow up with residents after support is provided to confirm satisfaction and reinforce a positive customer experience.
• Learn and navigate multiple software platforms to enter data accurately, track activity, and support daily service operations.• Prior experience in customer service, call center support, or a similar resident-facing role.
• Ability to handle both inbound and outbound calls in a fast-paced environment.
• Strong written and verbal communication skills with a calm, courteous, and solutions-oriented approach.
• Proficiency with data entry and comfort using multiple computer applications, including Microsoft Word and Microsoft Excel.
• Experience documenting customer interactions thoroughly and maintaining accurate records.
• Ability to manage competing priorities, stay organized, and respond effectively to a high volume of inquiries.
• Background in property management, residential services, or related support environments is preferred.