At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in multifamily, our high performance continues to drive exponential growth – and we invite you to join us on our journey towards real estate excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.

The Resident Services Specialist is responsible for providing incomparable support to residents and fellow associates through the execution of a defined contact plan. The Resident Services Specialist identifies the wants and needs of the resident, provides unparallel customer service, promotes the value of Cortland Communities, and demonstrates a standard of excellence for multiple multimillion dollar, multifamily apartment home communities across the company. 

This is a centralized role and not based within a community.  

Key Responsibilities 

• Contribute to cultivating an excellent resident experience by supporting our current residents and thoughtfully resolving requests, concerns or actions needed throughout their residency. 
• Exhibit outstanding customer services skills by taking the opportunity to inquire about the resident’s experience and provide resolutions. 
• Adhere to processes and guidelines for reviewing or remedying any disputes and carefully identify concerns that may hinder retention. 
• Partner with Community teams and other internal teams to ensure effective communication and reinforce teamwork. 

Administrative Duties 

• Demonstrate skillful knowledge of accounting functions, record keeping and reporting. 
• Ensure the timely generation and delivery of renewal offers and the proper execution of renewal processing, confirm all renewal documentation is completed according to company standards. 
• Schedule and complete appropriate follow-ups as needed to discover wants and needs for the future lease period, discuss any objections, and address concerns. 
• Optimize occupancy and ensure maximum retention by securing renewal leases, meeting performance goals. 
• Execute a structured contact plan incorporating a variety of contact methods for each resident (e.g., e-mails, phone calls, text messages, etc.) to ensure the most effective communication method. 
• Demonstrate strong understanding of the delinquency and eviction process. 
• Process notice – to – vacates in a timely manner and ensure signed document is uploaded to OneSite. 
• Properly generate and execute ad hoc documentation as needed. 
• Effectively overcome objections and develop solutions to overturn notices-to-vacate or convert them to transfers, both onsite and other Cortland network communities 
• Execute transfer requests by working closely with the Sales and Leasing teams in addressing the current and future resident’s needs.   
• Exhibit great attention to detail by accurately assessing charges and processing final account statements. 
• Abide by all Fair Housing Act standards. 
• All other duties as assigned.  

• Bachelor’s degree or equivalent industry experience required. 
• 2+ years’ experience in a sales or customer service role. 
• Experience in the multifamily industry preferred. 
• Excellent presentation, written, and verbal communication skills. 

• Stellar attention to detail and organization skills. 
• Strong analytical, critical thinking and problem-solving skills. 
• Able to multitask and meet deadlines in a timely and organized manner. 
• Proficiency in Microsoft Office Suite, Funnel, OneSite and RealPage applications. 
• Flexibility to work weekends and/or extended hours as needed. 

At Cortland, we create, reimagine, and manage apartment communities for residents nationwide. Headquartered in Atlanta, GA, we have communities and regional offices all over the country, as well as overseas. From product design and procurement to general contracting and property management, we do it all – to make sure our communities are the perfect setting for living life to its fullest. 

Our success is fueled by our belief in a better life – where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people – possibilities that translate into superior living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them. 
 
Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law. If you have a disability and need accommodation or assistance with the application process and/or using our website, please email talentresources@cortland.com or call 404.965.3988. Cortland is a drug-free workplace. Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.