Since 2012, we've grown to become one of the leading single-family rental companies and homebuilders in the country, recently recognized as a top employer by Fortune and Great Place To Work®. At AMH, our goal is to simplify the experience of leasing a home through professional management and maintenance support, so our residents can focus on what really matters to them, wherever they are in life. Resident Services Specialist III We are seeking a Resident Services Specialist III to join our team. This role is integral to our operations, providing effective customer service to both tenants and non-tenants through incoming calls and e-mails. The successful candidate will have in-depth knowledge of our company’s products and programs, and will act as a department lead to oversee quality assurance duties, ensure best practices, and train new staff members. Responsibilities: + Support the department by sharing best practices, coaching, and training, performing quality assurance duties by listening to recorded calls and providing feedback as needed to the team in order to recommend improvements. + Train, coach and mentor new hires. Provide oversight and act as point of contact for the department which includes monitoring the Real Time Displays. + Handle inbound calls and/or emails from tenants, vendors, potential tenants, on a daily basis, regarding company properties, resident accounts, resident maintenance repairs, to determine appropriate solutions. + Focus on quality customer service, asking questions to determine specific issues and processing solutions or moving the issue to the correct person or work group for handling. + Provide accurate and timely assistance to the caller and document transactional activity in CRM database or other systems, ensuring proper call handling and follow up as needed. + Collaborate and communicate with internal departments, vendors, business partners; assist and participate in problem-solving in an effective and timely manner within job scope. + Support the department by assisting with special projects and new initiatives such as campaign follow up, social monitoring, survey response, and other administrative duties as assigned. + Handle escalated calls of tenant issues with regard to billing, applications, collections, maintenance intake, etc. with professionalism and efficiency. + Collaborate with management to improve processes and procedures for handling customer interactions. Requirements: + High school diploma or GED required. + Associate’s Degree preferred. + A minimum of two years of experience within an inbound call center setting required. + Experience with customer service software applications required. + Bilingual abilities (English/Spanish) are a plus. + Knowledge of Real Estate, construction, and/or Property Management industry preferred. + Strong understanding of CRM, InContact and Yardi preferred. + Understanding of voice over IP (VoIP) phone systems. + Intermediate PC skills and proficiency in MS Office required. + Excellent communication (verbal and written), problem-solving, time management and conflict resolution skills. + Strong relationship management, organizing and customer service skills. Build your career with us: At AMH, we know what it takes to feel at home. That’s not just our product; it’s also our culture. We work to maintain a people-first culture of trust, belonging, and inclusion, where our employees are empowered to collaborate and take initiative. If you’re ready to elevate your career, we hope you'll consider making your home with us. Apply today and a member of our Talent Acquisition team will reach out soon! To learn more about our workplace, please visit amh.com/careers. #LI-SC1, #LI-Hybrid CA Privacy Notice: To learn more about what information we collect when you apply for a job, and how we use that information, please see our CA Job Applicant Privacy Notice found at http://employeeprivacy.amh.com/