Main Street Renewal Call Center Specialist in United States


Call Center Specialist


Austin, TX

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Resident Care Specialist – Austin, TX

Main Street Renewal is a private company focused on buying, renovating, and leasing across the country. We are very passionate about what we do. We care for each other, our partners, and our customers, fostering a culture of transparency, trust, and empowerment.​ We are determined to work smarter, utilizing great tools and technology to create an excellent experience for our residents. We are also driven to work harder and do what it takes to create exceptional outcomes.​ Our goal is to provide our residents a great house, easy lease experience, and attentive service so they can create a home they love.

A day in the life of a Resident Care Specialist

We create the home. You create the memories. We make leasing homes easy. Resident Experience Representatives are responsible for supporting our residents enjoy their Main Street home from the resident’s inquiry of the home through their lease renewal and beyond.

What we do daily:

  • Provide a positive resident experience via phone, text and email

  • Partner with our maintenance, construction teams and their vendors to ensure a seamless and timely process to maintain and repair our homes

  • Maintain and document our CRM to ensure that our resident profiles are complete and accurate

  • Maintain high performance metrics that balance our 3 customers; Our Residents, Our Investors and our Teammates

  • Empower each other to resolve the situation at first contact

What you bring to Main Street Renewal:

  • Smile in your voice

  • Excellent verbal and written communication

  • At least 2 years of fast-paced customer care experience

  • Flexibility (able to work some weekends, holidays)

  • A passion to positively impact families by living our core values

Bonus Points:

  • Leasing or property management experience in single or multi-family units

  • Bilingual (Spanish / English)

  • Thoroughly enjoys catered meals, fantastic benefits and an amazing employee culture

What's in it for you?

  • Collaborative team environment and the tools needed to be successful in your job

  • Exceptional onboarding experience (we want you to succeed in your new role)

  • Medical, Dental, and Vision (Pick the plan that works best for you and the family)

  • 401K with employer match (We just keep on giving)

  • Employee referral program (Get paid for referring your friends)

  • Casual dress code environment (Enough Said)

What you’ll need to have

  • HS diploma or equivalent required; Bachelor’s degree is a plus

  • 0- 2 years of call center experience

  • Strong organizational, administrative, and time management skills

  • Understanding of typical maintenance issues in a single family home

  • Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections

  • Must possess a professional and friendly attitude while being able to quickly develop a rapport with residents over the phone

  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment

  • Ability to learn and navigate new software quickly

  • Bilingual proficiency in English, Spanish is a plus

Just a few other things you should know

  • Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

  • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

  • This is largely a sedentary role; however, some filing may be required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

  • No travel is anticipated for this position.

At Main Street Renewal, we believe that our teammates are the foundation of our success. Come join our MSR family where we work smarter, work harder, and are passionate about what we do!