Bilingual Resident Services Specialist - Sandy Springs, GA

Cortland runs one of the larger centralized contact center operations in multifamily, and this bilingual Resident Services Specialist role sits squarely at the hub of it. Based in Sandy Springs, you'd be the first voice residents hear when something goes wrong, when they have a question about their lease, or when they need help navigating a concern. The bilingual requirement matters here: a meaningful share of resident interactions require fluency in both English and Spanish, and the ability to move between them without losing the warmth or clarity of the exchange is what separates a good candidate from the right one.

The day-to-day runs across phone, email, and chat simultaneously. You're managing volume, keeping tone consistent, and de-escalating when a frustrated resident needs someone to actually listen before they need a solution. Fair Housing compliance isn't a footnote in this role. It shapes how you phrase responses, how you document interactions, and how you handle anything that edges toward a sensitive situation. Cortland works with platforms like RealPage, OneSite, and Funnel, so comfort with property management software is genuinely useful, not just a checkbox.

What Strong Candidates Bring

• 2 or more years in a high-volume customer service or contact center environment, with multifamily experience preferred
• Fluency in both English and Spanish, spoken and written
• Demonstrated ability to handle confidential resident information with discretion
• Proficiency in Microsoft Office and familiarity with CRM tools and property management platforms
• High school diploma or equivalent
• Availability to work weekends and extended hours when the business requires it

From a career standpoint, this role builds something that transfers well. Contact center experience at a vertically integrated operator like Cortland gives you exposure to how leasing, retention, and resident satisfaction connect to broader NOI performance. People who do this work well tend to develop a sharp instinct for resident psychology and communication under pressure. Those skills compound. From here, a natural next step is a property-level leasing or resident relations role, or a move deeper into centralized operations. Either direction benefits from what you'd build here.

Cortland has been one of the top ten multifamily owners and operators in the country since its founding in 2005, with in-house design, construction, and management under one roof. The centralized model means you're supporting a wide portfolio rather than a single property, which keeps the work varied and the volume real. If you've worked in a contact center before and want to apply that experience to a company where multifamily is the entire business, this is a credible place to do it.