Customer Care Specialist, Level 4 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 4Position Summary:The Customer Care Specialist, Level 4 is a senior role within Hillpointe's centralized contact center and support operations. This position oversees the complete experience lifecycle, from early prospect interest to ongoing resident support.This role includes all responsibilities performed by Level 3 Customer Care Specialists (prospect call handling, tour scheduling, virtual leasing operations, outbound follow-up, and reputation response) plus added responsibility for:Light service request intakeGeneral resident customer service callsApplication support and completion guidanceEscalation assistance and mentorship for junior team membersA successful Level 4 Specialist provides empathetic, detail-oriented, and proactive support, ensuring applicants move smoothly through the leasing process and current residents receive fast, accurate assistanceKey Responsibilities:Core (Level 3 Functions)Answer inbound prospect calls; qualify leads and schedule property tours.Conduct guided virtual tours and support virtual leasing office experiences.Handle outbound follow-up via call, SMS, and email to nurture leads and confirm tours.Monitor and respond professionally to online reviews and customer feedback.Update CRM/property management systems with clear call notes and lead status.Collaborate with property and leasing teams to support occupancy goals.Additional Level 4 Responsibilities:Resident & Customer SupportHandle general resident inquiries including billing, lease questions, account clarification, and community information.Receive and coordinate light maintenance/service requests and route to onsite teams for resolution.De-escalate customer concerns with professionalism and empathy.Application Completion & ProcessingServe as the applicant's primary point of contact once the application begins.Explain needed documents, next steps, screening requirements, and expected timelines.Identify incomplete or missing materials and follow up promptly.Verify application information for accuracy and completeness before review.Work closely with property and screening teams to move applications through final approval.Quality, Mentorship & EscalationProvide support to Level 1 and Level 2 teammates when issues require advanced knowledge.Assist leadership with identifying workflow gaps and recommending process improvements.Maintain high accuracy, professionalism, and ownership of each case.Qualifications & Skills:Required2-4 years of experience in a call center, leasing, retail, server, bartender, hotel customer service, or resident services.Strong communication skills (verbal, written, and digital messaging).High attention to detail; strong organizational and follow-through skills.Ability to manage multiple conversations and tasks simultaneously.Emotional intelligence and confidence in handling escalations or sensitive issues.Proficiency with property management or CRM systems (, Entrata, Funnel, etc.).PreferredMultifamily leasing or resident services experience.Experience conducting guided virtual tours.Familiarity with maintenance request workflows.Success MetricsPerformance will be measured based on:Application completion & turnaround rate.Lead-to-tour and tour-to-lease conversion performance.Resident satisfaction and first-contact resolution rate.Accuracy and completeness of applicant documentation.Quality and timeliness of follow-up communications.Professionalism and tone in review responses and customer interactions.Working EnvironmentLocation Maitland, In-person, 9-6 M/F with Weekend hours 10-5 Sat and 1-5 Sun. No Flex or Hybrid.High call/message volume; fast-paced, team-oriented environment.Regular collaboration with leasing, operations, and maintenance teams.NOTE: This document outlines the general nature and level of work expected from individuals in this role. It's important to understand that this is not an exhaustive list of responsibilities, duties, and skills. Additional tasks or job functions that can be safely performed may be required as necessary by supervisory personnel. This flexibility in additional duties showcases the company's adaptability and encourages employees to be versatile. The employee is expected to adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the employee handbook.