Active Hiring

Resident Services Coordinator

Summary

The Customer Support Representative is a multi-faceted role committed to providing a best-in-class experience to our residents during US-based after-hours and weekends. This role will also serve as part of our HOA team ensuring communication and databases are
maintained. We want to transform what it means to rent through exceptional customer service, operational excellence, and a passion for hospitality.

Type: Full-time
Level: Mid Level
Salary: Confidential
Date Posted: 04-12-2023

Responsibilities

The Customer Support Representative responds to resident inquiries, providing quality, accurate resolutions utilizing multiple internal systems and resources. This role works to identify requests, amenities, and work orders, both routine and emergency, and communicate relevant information back to the resident. As the friendly first point of contact within Elara, the Resident Services Coordinator uses creative problem-solving to ensure customers’ needs are heard, prioritized, and met.

  • Respond to inquiries from customers providing quality and accurate responses managing and resolving resident needs.
  • Research requires information using multiple systems and resources.
  • Work with the Maintenance team to receive requests for work orders from residents via phone or the web and then directly manage and schedule all necessary work orders in the service request system.
  • Emergency work order dispatch.
  • Identify and escalate priority issues.
  • Assist with HOA (Home Owners Association) databases, registration, accounting, implementation, and general business functions.
  • Provide timely communication to all HOA-related requests from customers, whether external or internal.

Qualifications

  • MUST BE AVAILABLE to work US Nights and weekends.
  • Proven ability for situational de-escalation and sound decision-making.
  • Capability to prioritize workload, successfully working accurately and
    independently in a fast-paced environment.
  • Excellent Customer Service, verbal, and written communication skills.
  • Strong analytical, time, and people management skills.
  • Available to take a rotating on-call schedule.
  • Ability to communicate information and methods across cross-functional team members, including product engineering, and an eye for detail.
  • Willing to work in Cebu City (1Nito Tower)
  • Shifting schedule including holidays and/or weekends

Why Diversify?

Since 2012, Diversify has created a culture where its people come first. With locations in Makati and BGC, working with Diversify means access to quality work spaces, the latest infrastructure and resources that have made them one of the leading offshore services providers in Metro Manila. You will immerse yourself in an open, widely diverse office culture where no idea is small enough and you constantly stay engaged with each other.

Position Overview

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