The CXA-CBP is responsible for identifying customer needs, accurately documenting issues, and providing timely resolutions while ensuring a seamless end-to-end customer journey. It also involves collaborating with cross-functional teams, contributing to process improvements, and maintaining high service levels through effective time management and ownership of customer issues

• Provide First-Tier Customer Support while Advocate for exceptional customer experience by identifying and removing roadblocks that hinder a seamless end-to-end customer journey
• Provide prompt, accurate, and knowledgeable responses to customer inquiries and complaints across multiple channels (voice and non-voice).
• Take full ownership of customer issues from initial contact to resolution, ensuring follow-up and customer satisfaction.
• Handle service transactions related to Resident/Front Office products, maintaining a solid understanding of these product offerings.
• Utilize reference materials and internal systems to provide confident, efficient, and accurate information.
• Document customer interactions and resolutions in the ticketing system, ensuring completeness and clarity.
• Escalate complex issues to appropriate support teams with detailed documentation and context.
• Collaborate with cross-functional teams to identify opportunities for process improvement and contribute to customer loyalty initiatives.

• Required for External:
  At least senior high school graduate
  • 1+ years of experience in customer support or a customer-facing role. Technical experience is a plus.

Required for Internal:

• At least 6 months experience in RPCC or FORS
• Work Environment
  • Fast-paced, customer-focused support environment.
  • Hybrid work setup
  • Occasional overtime or on-call support during critical periods.

KNOWLEDGE/SKILLS/ABILITIES

Required:

• Technical Skills:
  • Basic understanding of SaaS, property management software, or related tech.
  • Familiarity with RealPage products in Resident Solutions and Front Office
  • Experience with CRM/ticketing systems (e.g., Salesforce, Zendesk).
  • Basic to Intermediate knowledge of Microsoft PowerPoint, Word and Excel.

• Soft Skills:
  • Above average communication and active listening skills. 
  • Patience and empathy when dealing with customers. 
  • Ability to comprehend complex technical concepts. 
  • Strong organizational & time-management skills with the ability to handle multiple tasks
  • Ability to collaborate effectively with other team members
  • Strong problem-solving, critical thinking and analytical skills