Resident Services Specialist

At Cortland, we operate with a forward-thinking approach that challenges conventional norms and actively seeks insights beyond traditional industry boundaries. As a recognized leader in the multifamily sector, our focus on performance, innovation, and disciplined execution continues to drive strong growth and market leadership. We are committed to building a best-in-class organization by empowering top talent with the resources, autonomy, and support needed to deliver results and advance their careers in a high-performance environment.

Role Overview  

As a Resident Services, Specialist within Cortland’s centralized Contact Center, you will serve as the primary point of contact for our valued residents, ensuring every interaction reflects our commitment to exceptional service. In this role, you’ll play a vital part in fostering strong resident relationships, resolving concerns promptly, and driving satisfaction and retention through service excellence. Success requires adaptability, empathy, and the ability to thrive in a fast-paced, dynamic environment. 

• Respond to incoming resident calls, emails, and chat inquiries with professionalism, clarity, and a solutions-oriented approach. 
• Maintain consistent, clear communication with multiple residents simultaneously, providing timely updates and guidance. 
• Address questions and concerns with empathy and patience, including de-escalating challenging situations when necessary. 
• Navigate multiple technology platforms, adapt quickly to evolving systems and processes, and stay organized while managing competing priorities in a high‑volume environment. 
• Collaborate effectively within a team environment to achieve shared goals. 
• Uphold Fair Housing practices and company standards at all times. 

Qualifications 

• 2+ years of experience delivering exceptional customer service, ideally in a service-driven or high-volume contact center environment; experience in the multifamily housing industry is strongly preferred   
• High school diploma or equivalent required 
• Demonstrated ability to handle confidential information with discretion and integrity 
• Exceptional time management, prioritization, and organizational skills to manage multiple tasks in a fast-paced environment 
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with property management platforms such as Funnel, OneSite, and RealPage 
• Skilled in CRM tools and adept at navigating systems in a contact center environment 
• Exceptional attention to detail with the ability to accurately review applications, verify documentation, and maintain compliance while managing multiple tasks 
• Ability to adapt to changing priorities and maintain accuracy under pressure