Bilingual Resident Services Specialist - Sandy Springs, GA

Cortland runs one of the larger centralized contact center operations in multifamily, and this role sits at the core of it. Rather than working on-site at a single property, you'd be handling resident interactions across Cortland's portfolio from a shared services environment, which means high volume, varied issues, and a real premium on consistency and speed.

What the Work Actually Looks Like

Incoming calls, emails, and chat messages from residents form the bulk of the day. You're fielding questions, resolving concerns, de-escalating tense situations, and keeping multiple conversations moving at once. The bilingual requirement (English and Spanish) reflects the demographics of Cortland's resident base across markets, and fluency in both languages is a genuine operational need here, not a nice-to-have. Fair Housing compliance runs through every interaction, and you'll be expected to apply it without prompting.

The tech stack leans on RealPage, OneSite, and Funnel alongside CRM tools, so prior exposure to any of these platforms will shorten your ramp time considerably. Candidates who've worked in multifamily contact centers or leasing offices know how quickly system navigation becomes second nature; those coming purely from other service industries should expect a learning curve on the property management side.

What Cortland Is Looking For

• At least two years of customer service experience, preferably in a high-volume contact center or multifamily setting
• Full bilingual proficiency in English and Spanish
• Familiarity with RealPage, OneSite, Funnel, or comparable property management platforms
• Comfort reviewing applications, verifying documentation, and maintaining compliance accuracy under pressure
• High school diploma or equivalent; demonstrated discretion with confidential resident information
• Flexibility for weekend and extended-hour availability as needed

Where This Role Fits

Cortland is headquartered in Atlanta and has a significant presence across the Sun Belt, including several communities in the Sandy Springs and Perimeter Center corridor. Sandy Springs has seen steady multifamily demand driven by proximity to major employers along GA-400 and the I-285 interchange, which keeps occupancy competitive and resident expectations high. A centralized contact center serving those communities handles a real cross-section of resident needs.

For someone looking to grow in multifamily operations, contact center experience at a vertically integrated operator like Cortland carries weight. You're exposed to portfolio-wide processes, technology systems, and resident lifecycle management in a way that a single-property leasing role rarely offers. That breadth translates well into future roles in resident experience, operations coordination, or regional support.