Tenant Support Agent
Company Description
The RRS Group, and its affiliated entities (collectively, “RRS”) have provided real estate development and related services to investment-grade clients for decades. Our expertise encompasses site acquisition, architectural design, and development management for commercial office and industrial properties. Through an integrated service model, RRS delivers comprehensive enterprise solutions that address every phase of the building lifecycle. In addition to technical excellence, we offer strategic consulting in marketing, financial planning, and facility management ensuring that every project achieves its highest potential in performance, value, and sustainability. Commitment to Community For over two decades, RRS has maintained a strong commitment to the communities we serve. This commitment is further advanced through the RRS Making Lives Better Foundation, which provides meaningful support and resources to individuals and families in need. The Foundation reflects our belief that corporate success carries a responsibility to contribute positively to society and to improve the quality of life in the regions where we operate. 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. 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). 1–2 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 video assessment. This is your opportunity to further bring your resume to life and showcase your experience for our recruiting team and hiring managers. Video 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. Additional Information What can you expect from us: Opportunities to learn and develop every day through a wide range of programs. Internal digital platforms that promote self-learning. Development programs according to Leadership skills. Specialized training according to the role. Learning experiences with internal and external providers. We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others. Financial wellness programs that will help you reach your goals in all stages of life. A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle. And because your family is also important to us, they can also enjoy benefits such as our WellnessLine, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others. Work Hours: Varies upon the needs of the global department. RRS Group is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. RRS Group will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law. RRS Group will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code. #TransformingSpacesBuildingFutures #Remote Compensation: USD 14.00 - USD 17.25 - hourly