What are the responsibilities and job description for the Customer Care Specialist, Level 3 position at Hillpointe?
WHY HILLPOINTE? Hillpointe is a fully integrated real estate development and investment management firm focused on developing market-rate workforce housing across the Sun Belt. Ranked at the top of NMHC's list of Builders and Developers, our team ensures best-in-class execution.
Built on its long and proven track record of real estate development, the firm’s investment approach is centered around its in-house general contracting expertise, enabling direct control of cost and delivery timeframe. For each project, Hillpointe directly controls land acquisition, land development, construction, procurement of building materials, asset management, and capital markets. This is more than just a job - it's a career-defining opportunity! At Hillpointe, you'll be part of a dynamic, innovative team that has tangible impacts on day-to-day operations and contributes directly to overall success.
Customer Care Specialist Level 3
The Customer Care Specialist Level 3 position will perform all duties including handling inbound prospect calls, scheduling tours, conducting virtual tours, outbound follow-ups, reputation management response, etc. This role supports with resident customer service calls, and application facilitation. This role is central to converting prospects into residents and maintaining ongoing resident satisfaction through proactive and reactive support.
ESSENTIAL RESPONSIBILITIES
- Respond promptly to inquiries, providing personalized assistance and converting leads into scheduled or virtual tours.
- Accurately record and update prospect information, notes, and follow-ups to support seamless communication with the onsite leasing teams.
- Route calls to the appropriate team, handle light service requests, and assist with prospective resident inquiries.
- Support prospectives residents through the application process including documents, resolving issues, and coordinating with property teams.
- Address escalated issues professionally and refer complex cases to management when needed.
- Share insights to enhance processes, scripts, and training based on front-line experience.
- Communicate regularly with leaders, share property updates, and assist with mentoring National Leasing Specialists.
- Take on additional tasks and projects needed to support team and property success.
QUALIFICATIONS & ABILITIES
- Experience in a call center, property management, or customer service environment
- Weekend availability required, including Sunday
- Strong proficiency in CRM systems
- Excellent verbal and written communication skills
- High attention to detail and accuracy
- Ability to multitask, prioritize, and manage time across high volumes of requests
- Comfort in using phone, SMS, email, chat/messaging platforms
- Empathetic, patient, and customer-centric mindset with the ability to deescalate
- Exceptional problem-solving abilities
- Comfortable tracking metrics, identifying trends, proposing improvements