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 with an initial 90-day assignment and potential for extension, offering 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, helping resolve service-related questions and account concerns while delivering a thoughtful and detail-oriented customer experience.

Responsibilities:

• Manage a high volume of incoming and outgoing resident calls related to maintenance needs, account questions, and general service requests.
• Respond to resident concerns with patience and care, working to resolve issues accurately and within expected timeframes.
• Document conversations, service requests, complaints, and follow-up actions in internal records with strong attention to detail.
• Partner with cross-functional teams to gather information, coordinate next steps, and help bring resident matters to resolution.
• Provide clear guidance on available services, policies, and support options so residents receive accurate and helpful information.
• Conduct timely follow-up communication to confirm that resident questions have been addressed and that solutions meet expectations.
• Learn and use multiple software applications to enter data, update records, and manage daily service interactions efficiently.
• Build positive relationships with residents and colleagues by maintaining a courteous, empathetic, and solutions-focused approach throughout each interaction.
• Prior experience in customer service, call center support, or a resident-facing service environment.
• Ability to handle both inbound and outbound calls while maintaining a high standard of professionalism.
• Strong written and verbal communication skills with the ability to respond empathetically and clearly.
• Comfortable entering and updating information accurately across multiple computer systems and databases.
• Proficiency with common business tools such as Microsoft Word, Microsoft Excel, and email platforms.
• Strong problem-solving skills and the ability to coordinate effectively with internal teams to address customer needs.
• Experience in property management, residential services, appointment scheduling, or order entry is preferred.