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.

As a Resident Services Specialist, you’ll be a key member of our Center of Excellence (COE), delivering exceptional, personalized support to residents and internal teams across phone, email, and digital channels in a fast-paced contact center environment. This role plays a vital part in strengthening resident relationships, resolving concerns efficiently, and driving satisfaction and retention through service excellence.

The ideal candidate thrives in a high-volume setting and brings a calm, solutions-focused approach to every call, message, or case. If you’re dependable, detail-oriented, and motivated by helping others, you’ll make a meaningful impact here.

• Respond to resident inquiries with professionalism, urgency, and empathy
• Proactively manage a shared workload and support cross-functional collaboration
• Consistently meet or exceed key performance indicators (KPIs) and goals
• Demonstrate strong communication, critical thinking, and multi-tasking abilities
• Thrive in a fast-paced, diverse, team-driven environment
• Prioritize tasks effectively and deliver results within established timelines
• Adapt to an environment which promotes innovation, change, and continuous improvements
• Ability to excel in a contact center by leveraging continuous coaching and professional development

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

• Bachelor’s degree or equivalent industry experience  
• 2+ years’ experience in sales, customer service, or contact center operations
• Experience in the multifamily industry preferred
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office Suite, Funnel, OneSite and RealPage applications
• Proficiency using CRM tools in a contact center environment
• Flexibility to work weekends and/or extended hours as business needs require
• Bilingual (English/Spanish) proficiency is a plus

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.