{"id":777378,"url":"https://alion.io/job/hillpointe-customer-care-specialist-level-5","title":"Customer Care Specialist, Level 5","company":{"id":678462,"name":"Hillpointe","domain":"hillpointe.com","url":"https://alion.io/company/hillpointe","size_band":"51-200","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":89,"open_postings":25,"ghost_share":0,"stale_share":0.24,"repost_share":0,"time_to_fill_p50_days":77,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Maitland, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":122000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":465},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-02-03T17:41:04Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-09-24T19:08:47Z","board_verified":true,"closed_at":null,"days_open":233,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":232},"description":"WHY HILLPOINTE? Hillpointe is a fully integrated real estate development and investment management firm focused on developing market-rate workforce housing across the Sun Belt. Ranked at the top of NMHC's list of Builders and Developers, our team ensures best-in-class execution.\nBuilt on its long and proven track record of real estate development, the firm’s investment approach is centered around its in-house general contracting expertise, enabling direct control of cost and delivery timeframe. For each project, Hillpointe directly controls land acquisition, land development, construction, procurement of building materials, asset management, and capital markets. This is more than just a job - it's a career-defining opportunity! At Hillpointe, you'll be part of a dynamic, innovative team that has tangible impacts on day-to-day operations and contributes directly to overall success.\nCustomer Care Specialist, Level 5\nPosition Summary \nThe 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. This role is responsible for managing high-volume inbound and outbound communications, providing accurate information, and supporting portfolio-wide communication efforts in alignment with established policies and procedures. The position works closely with centralized operations and on-site teams to ensure consistent, timely, and professional resident engagement. \nKey Responsibilities \nResident & Account Communication \nServe as a primary contact for incoming resident and past resident communications related to renewals, delinquency, and account balances. \nRespond to resident inquiries via phone, email, text, and resident portals in a professional and timely manner. \nProvide clear explanations of renewal options, delinquency status, payment expectations, and next steps based on approved policies. \nEscalate complex, sensitive, or non-standard situations to leadership or appropriate departments as needed. \nProvides 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. \nRenewals Support \nAssist with renewal communication efforts, including reminders, follow-ups, and resident outreach campaigns. \nAnswer resident questions regarding renewal terms, deadlines, and next steps, ensuring consistent messaging. \nHelp generate renewal offers, renewal leases, and related documentation in the property management system in accordance with approved pricing, terms, and timelines. \nDelinquency & Past Resident Accounts \nSupport delinquency communication efforts by contacting residents regarding outstanding balances, payment expectations, and deadlines. \nAssist with outreach to past residents regarding unpaid balances, collections communication, and account resolution steps. \nEnsure all communication aligns with Fair Housing, debt collection guidelines, and company policies.65151 \nDocumentation & System Updates \nAccurately document all resident interactions, notes, and outcomes within the property management system. \nUpdate account notes to reflect resident communication, payment intentions, or required follow-up actions. \nMaintain organized records to support reporting, audits, and escalation reviews. \nQualifications \nHigh school diploma or equivalent required; associate or bachelor’s degree preferred \n3+ years of experience in customer service, resident services, call center operations, or property management support. \nStrong verbal and written communication skills. \nExperience handling sensitive financial or account-related conversations. \nFamiliarity with property management systems (Entrata or similar platforms preferred). \nAbility to manage a high volume of inbound and outbound communication efficiently. \nSuccess Metrics \nTimely and accurate generation of renewal offers, leases, and related documentation in accordance with approved pricing and guidelines. \nSupports centralized renewal initiatives designed to improve portfolio-wide renewal retention, with a target benchmark of 60%. \nDemonstrates strong partnership with centralized operations, on-site teams, and leadership. \nSuccessfully completes assigned delinquency and past resident outreach efforts within required timelines. \nContributes to improved responsiveness to payment reminders and follow-up communications. \nMeets or exceeds established response-time standards for inbound resident and past resident inquiries across phone, email, text, and portal communications \nWork Schedule & Availability\nThis position requires availability to work weekends, including Sunday. \n\nThis position is onsite and performed in an in-office setting.","description_format":"text","description_chars":4868,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Property Management"],"lifecycle":[{"event":"open","at":"2026-09-11T23:29:22Z"}],"liveness":{"score":14,"band":"cold","label":"Long shot","p_open":1,"p_active":0.511,"p_room":0.28,"age_days":232,"expected_fill_days":77,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/hillpointe-customer-care-specialist-level-5","json_url":"https://alion.io/job/hillpointe-customer-care-specialist-level-5.json","meta":{"generated_at":"2026-09-24T21:12:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}