Customer Care Specialist, Level 4
Position 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 intake
- General resident customer service calls
- Application support and completion guidance
- Escalation assistance and mentorship for junior team members
A successful Customer Care Specialist, Level 4 provides empathetic, detail-oriented, and proactive support, ensuring applicants move smoothly through the leasing process and current residents receive fast, accurate assistance
Key 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 Support
- Handle 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 & Processing
- Serve 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 & Escalation
- Provide 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:
Required
- 2-4 years of experience in a call center, leasing, resident services, or customer service.
- 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.).
- Weekend availability, including Sunday
Preferred
- Multifamily leasing or resident services experience.
- Experience conducting guided virtual tours.
- Familiarity with maintenance request workflows.
Success Metrics
Performance 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 Environment
- Weekend requirement
- High call/message volume; fast-paced, team-oriented environment.
- Regular collaboration with leasing, operations, and maintenance teams.
