Customer Support Agent - Ref141W

Company Description The RRS Group Company and its affiliated entities, the RRS Group, have offered real estate development-related services to investment grade clients for decades. These services are focused on providing site acquisition, architectural services and development management for commercial offices and industrial properties. Our customers receive innovative integrated enterprise solutions for all building services. As part of this integrated process, our company can provide impactful consultation services on the marketing and financial aspects of a real estate development project and Facility Solutions.

But that's not all…we also provide a full range of benefits to help our employees achieve financial, emotional, mental, and physical well-being including supporting their own communities through Making Lives Better with RRS Group (MLBA-RRS). MLBA- RRS is our award-winning, in-house non-profit charity that's focused on empowering people through mission-focused work.

Job Description

We are looking for a proactive and empathetic Customer Support Agent to assist residents with issues related to our property portal. This includes support for payment processing, maintenance ticket submissions, and general portal navigation. The ideal candidate will have a strong background in customer service and hands-on experience using SAP and RealPage systems within a property management environment.

Responsibilities:

Respond to resident inquiries via phone, email, or chat, delivering a positive and solution-focused customer experience.

Support residents in using the property portal for tasks such as rent payments, submitting maintenance tickets, and accessing community resources.

Troubleshoot and resolve payment-related issues, including transaction failures, billing discrepancies, and auto-pay setups.

Guide residents through submitting and tracking maintenance requests efficiently.

Utilize SAP and RealPage to manage resident records, service requests, and financial transactions.

Accurately document all customer interactions in the CRM and escalate complex issues when necessary.

Collaborate with internal teams to ensure prompt resolution of resident concerns.

Stay up to date with portal features, policy changes, and process updates.

Offer feedback to help improve the customer experience and portal usability.

Qualifications

High school diploma or equivalent (Associate's or Bachelor's degree preferred).

1–2 years of experience in customer support, preferably in a property management or real estate environment.

Hands-on experience using SAP and RealPage platforms is required.

Excellent written and verbal communication skills.

Proficiency with CRM and customer support tools (e.g., Zendesk, Freshdesk).

Strong problem-solving skills, with the ability to work independently and manage multiple tasks.

High attention to detail and organizational skills.

Empathetic and professional demeanor, especially when handling escalated issues.

What's next?

Submit a complete and thoughtful application, which includes your resume. Your application and resume is a way for us to initially get to know you. It's important to complete all relevant application questions, so we have as much information about you as possible. We will review your application to determine whether you meet the required qualifications.

If you are advanced to the next step of the process, you'll receive an email invitation to complete a ZappyVue assessment. This is your opportunity to further bring your resume to life and showcase your experience for our recruiting team and hiring managers.

ZappyVue assessment is required, and your application will not be considered for further review until you have completed this step. We strongly encourage that you apply and complete these required elements as soon as possible, since programs will close as positions are filled.

Additional Information

RRS Group is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law.