Hillpointe · 1 day ago
Customer Care Specialist, Level 5
Maitland, FL
Full-time
Onsite
Mid Level
3+ years expHillpointe is a fully integrated real estate development and investment management firm focused on developing market-rate workforce housing across the Sun Belt. The Customer Care Specialist, Level 5, serves as a centralized point of contact for residents and former residents’ inquiries related to lease renewals, delinquency, and outstanding account balances, managing high-volume communications and ensuring professional resident engagement.
LeasingProperty DevelopmentReal Estate
Responsibilities
Serve as a primary contact for incoming resident and past resident communications related to renewals, delinquency, and account balances
Respond to resident inquiries via phone, email, text, and resident portals in a professional and timely manner
Provide clear explanations of renewal options, delinquency status, payment expectations, and next steps based on approved policies
Escalate complex, sensitive, or non-standard situations to leadership or appropriate departments as needed
Provides credit support guidance to residents by educating them on approved programs, reporting practices, and account resolution steps that may help residents rebuild or improve their credit, while adhering to company policy and regulatory guidelines
Assist with renewal communication efforts, including reminders, follow-ups, and resident outreach campaigns
Answer resident questions regarding renewal terms, deadlines, and next steps, ensuring consistent messaging
Help generate renewal offers, renewal leases, and related documentation in the property management system in accordance with approved pricing, terms, and timelines
Support delinquency communication efforts by contacting residents regarding outstanding balances, payment expectations, and deadlines
Assist with outreach to past residents regarding unpaid balances, collections communication, and account resolution steps
Ensure all communication aligns with Fair Housing, debt collection guidelines, and company policies
Accurately document all resident interactions, notes, and outcomes within the property management system
Update account notes to reflect resident communication, payment intentions, or required follow-up actions
Maintain organized records to support reporting, audits, and escalation reviews
Qualification
Required
High school diploma or equivalent required; associate or bachelor's degree preferred
3+ years of experience in customer service, resident services, call center operations, or property management support
Strong verbal and written communication skills
Experience handling sensitive financial or account-related conversations
Ability to manage a high volume of inbound and outbound communication efficiently
Preferred
Familiarity with property management systems (Entrata or similar platforms preferred)
Company
Hillpointe
Hillpointe is a real estate development and investment management firm that controls land acquisition, land development, and construction.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Steven Campisi, CFA
Co-Founder and Managing Partner
Recent News
Crowdfund Insider
2026-01-23
2025-12-15
Company data provided by crunchbase