Resident Services Coordinator

The Customer Support Representative is a multi-faceted role committed to providing a best-in-class experience to our residents during US-based after-hours and weekends. This role will also serve as part of our HOA team ensuring communication and databases aremaintained. We want to transform what it means to rent through exceptional customer service, operational excellence, and a passion for hospitality.

The Customer Support Representative responds to resident inquiries, providing quality, accurate resolutions utilizing multiple internal systems and resources. This role works to identify requests, amenities, and work orders, both routine and emergency, and communicate relevant information back to the resident. As the friendly first point of contact within Elara, the Resident Services Coordinator uses creative problem-solving to ensure customers’ needs are heard, prioritized, and met.

• Respond to inquiries from customers providing quality and accurate responses managing and resolving resident needs.
• Research requires information using multiple systems and resources.
• Work with the Maintenance team to receive requests for work orders from residents via phone or the web and then directly manage and schedule all necessary work orders in the service request system.
• Emergency work order dispatch.
• Identify and escalate priority issues.
• Assist with HOA (Home Owners Association) databases, registration, accounting, implementation, and general business functions.
• Provide timely communication to all HOA-related requests from customers, whether external or internal.

• MUST BE AVAILABLE to work US Nights and weekends.
• Proven ability for situational de-escalation and sound decision-making.
• Capability to prioritize workload, successfully working accurately and
  independently in a fast-paced environment.
• Excellent Customer Service, verbal, and written communication skills.
• Strong analytical, time, and people management skills.
• Available to take a rotating on-call schedule.
• Ability to communicate information and methods across cross-functional team members, including product engineering, and an eye for detail.
• Willing to work in Cebu City (1Nito Tower)
• Shifting schedule including holidays and/or weekends

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.