Bilingual Resident Services Specialist - Sandy Springs, GA

A resident calls in frustrated about a maintenance request that's been open for five days. You're also managing two live chats and a queue of emails. That's the baseline at Cortland's centralized contact center, and it's exactly where a skilled Bilingual Resident Services Specialist earns their keep.

What This Role Actually Involves

Cortland, one of the top 10 multifamily owners and operators in the country, runs a centralized contact center model that serves residents across its portfolio. As a Resident Services Specialist in Sandy Springs, you're the primary voice and text point of contact for residents handling everything from lease questions to escalated complaints. The bilingual requirement matters here: you're serving a linguistically diverse resident base, and the ability to communicate fluently in both English and Spanish directly affects satisfaction scores and retention outcomes.

Day to day, you're fielding inbound calls, emails, and chats simultaneously. You'll work across platforms including RealPage, OneSite, and Funnel, toggling between CRM tools while keeping documentation accurate and Fair Housing compliant. The volume is real. Prioritization isn't a soft skill here; it's an operational necessity. You'll need to de-escalate difficult situations without losing your place in the queue, and maintain a consistent, professional tone whether it's your third interaction of the morning or your thirtieth.

What Cortland Is Looking for

• 2 or more years in a high-volume customer service or contact center environment, with multifamily housing experience strongly preferred
• Bilingual fluency in English and Spanish (written and verbal)
• High school diploma or equivalent
• Demonstrated ability to handle confidential resident and applicant information with discretion
• Proficiency in Microsoft Office Suite and comfort navigating property management platforms
• Strong organizational skills with the ability to manage competing priorities without sacrificing accuracy
• Flexibility to work weekends and extended hours based on business needs
• Commitment to Fair Housing standards in every interaction

What separates strong candidates from average ones in this role is less about phone etiquette and more about systems thinking under pressure. The specialists who perform well here understand that every unresolved resident concern is a retention risk. They treat delinquency inquiries, maintenance follow-ups, and renewal conversations as moments that affect occupancy. They document accurately because the next person in the queue depends on clean notes. They know that "fast and sloppy" costs more than "steady and thorough."

Cortland's vertically integrated model, covering design, construction, and operations in-house, means the contact center sits at the center of a larger ecosystem. Your work here connects directly to how residents experience the brand, which in turn affects renewal rates and NOI across the portfolio. For someone who wants to grow in multifamily, this role builds a strong foundation in resident relations and property management technology, skills that transfer cleanly into leasing, community management, or operations roles down the line.