Customer Support Agent - REF122Y

Customer Support Agent

Jobs for Humanity is collaborating with The RRS Group Inc to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life. Company Name: The RRS Group Inc

The RRS Group Company and its affiliated entities, the RRS Group, have offered real estate development-related services to investment grade clients for decades. These services are focused on providing site acquisition, architectural services and development management for commercial offices and industrial properties. Our customers receive innovative integrated enterprise solutions for all building services. As part of this integrated process, our company can provide impactful consultation services on the marketing and financial aspects of a real estate development project and Facility Solutions.

But that's not allwe also provide a full range of benefits to help our employees achieve financial, emotional, mental, and physical well-being including supporting their own communities through Making Lives Better with RRS Group (MLBA- RRS). MLBA- RRS is our award-winning, in-house non-profit charity that's focused on empowering people through mission-focused work.

Our Core Values

Integrity | doing the right thing when no one is watching and acting with uncompromising honesty. We believe in maintaining lasting relationships based on honesty, consistency and the highest ethical standards. This creates credibility in our personal and professional relationships.

Caring | showing concern, empathy and compassion for others, ourselves, and our environment. Our care shows itself in our commitment to "safety first" in all we do. We encourage each other to be the best and hold each other accountable. We help those in need, contribute to the communities in which we work and develop creative ways to be responsible with our resources.

Integration | working unselfishly toward common goals across disciplines, teams, departments and regions. Our collective contributions are greater than our skills. We will be transparent and understand each other's expertise to provide the most value when delivering our services to one another and our clients.

Innovation | developing new ideas and applying the solutions that differentiate us in valuable ways. We are not comfortable with the status quo. We remain accountable for continuous improvements in our results because we do not consider innovation an end in itself. We maintain an environment where we foster new ideas and encourage changes that help us improve.

If you share these core values, we have the right opportunity for you

Job Description

We are looking for a proactive and empathetic Customer Support Agent to assist residents with issues related to our property portal. This includes support for payment processing, maintenance ticket submissions, and general portal navigation. The ideal candidate will have a strong background in customer service and hands-on experience using SAP and RealPage systems within a property management environment.

May include remote opportunities in the following states: AZ, CA, FL, IL, IN, KS, MI, MN, TN, TX, UT. No relocation assistance is provided.

Responsibilities:

• Respond to resident inquiries via phone, email, or chat, delivering a positive and solution-focused customer experience.
• Support residents in using the property portal for tasks such as rent payments, submitting maintenance tickets, and accessing community resources.
• Troubleshoot and resolve payment-related issues, including transaction failures, billing discrepancies, and auto-pay setups.
• Guide residents through submitting and tracking maintenance requests efficiently.
• Utilize SAP and RealPage to manage resident records, service requests, and financial transactions.
• Accurately document all customer interactions in the CRM and escalate complex issues when necessary.
• Collaborate with internal teams to ensure prompt resolution of resident concerns.
• Stay up to date with portal features, policy changes, and process updates.
• Offer feedback to help improve the customer experience and portal usability.

Qualifications:

• High school diploma or equivalent (Associate's or Bachelor's degree preferred).
• 12 years of experience in customer support, preferably in a property management or real estate environment.
• Hands-on experience using SAP and RealPage platforms is required.
• Excellent written and verbal communication skills.
• Proficiency with CRM and customer support tools (e.g., Zendesk, Freshdesk).
• Strong problem-solving skills, with the ability to work independently and manage multiple tasks.
• High attention to detail and organizational skills.
• Empathetic and professional demeanor, especially when handling escalated issues.

What's next?

Submit a complete and thoughtful application, which includes your resume. Your application and resume is a way for us to initially get to know you. It's important to complete all relevant application questions, so we have as much information about you as possible. We will review your application to determine whether you meet the required qualifications.

If you are advanced to the next step of the process, you'll receive an email invitation to complete a Digital assessment. This is your opportunity to further bring your resume to life and showcase your experience for our recruiting team and hiring managers.

Digital assessment is required, and your application will not be considered for further review until you have completed this step. We strongly encourage that you apply and complete these required elements as soon as possible, since programs will close as positions are filled.

U.S. Applicants Only: The hourly for this position is anticipated to range between $19.25 $25.00. This range is a good-faith estimate, based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate's skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee's pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer a competitive benefits package, including Medical/Dental/Vision insurance, Company-matching 401(k), Employee Stock Purchase Program, and Tuition Reimbursement, in addition to other programs and perks.

Permanent Authorization to work in the U.S. is a precondition of employment for this position. RRS Group will not sponsor applicants for work visas in connection with this position. Future sponsorship will not be considered. E-Verify Program Participant: R.R Holding Services participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program (For U.S. applicants and employees only).

RRS Group is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law.