Customer Service Agent

Front-desk roles in multifamily communities often get undersold. On paper, it's customer service. In practice, it's the nerve center of resident experience. At Waypoint Management Services in Miami, the Customer Service Agent is the person residents see first when they walk through the lobby and the voice they hear when something's gone wrong with their unit. That combination of visibility and accountability shapes everything about what makes someone genuinely good at this job.

What Your Days Actually Look Like

Your shift will rarely follow a script. You might start by prepping an amenity space for a morning reservation, then pivot to fielding a call from a resident following up on a work order, then greet a vendor at the front desk and verify they're cleared to be in the building. The administrative layer runs alongside all of that: logging requests in Yardi, tracking deliveries, completing daily activity and incident reports, and keeping the CRM queue moving so nothing falls through the cracks.

You're also the communication bridge between residents and internal teams. When maintenance is scheduled, you're the one notifying residents and confirming vendor compliance with building policies. When a resident has a concern, you're resolving it, or routing it correctly and following up. The pace is real. Miami communities attract residents who have high expectations, and managing those expectations with professionalism, not just pleasantness, is what separates strong candidates here from average ones.

What Waypoint Is Looking For

• High school diploma or equivalent; some college or hospitality training is a plus
• At least two years in leasing, sales, or a hospitality-facing role
• Hands-on experience with Yardi or a comparable property management platform
• Strong written and verbal communication, especially under pressure
• Comfort with multitasking across administrative, operational, and resident-facing responsibilities simultaneously
• Valid driver's license

Prior property management experience isn't listed as required, but candidates who've worked a front desk at a hotel or a leasing office at a multifamily community will recognize the rhythms quickly. If you've handled difficult conversations with guests or residents and come out of them with the relationship intact, that's a skill that translates directly.

The Role and Where It Can Go

Waypoint offers a benefits package that kicks in on day one, which isn't standard everywhere. Medical, dental, and vision coverage are subsidized from the start. PTO begins at 120 hours in year one and grows with tenure. There's a monthly leasing and renewal bonus tied to community performance, an employee housing discount, commuter benefits, and a 401k with company match. The recognition and referral programs are worth noting too: they signal a culture that at least tries to see the people doing the work, not just the outcomes.

For someone new to property management, this role builds a working knowledge of resident relations, vendor coordination, and property operations that opens doors to leasing consultant and assistant manager positions. If you're already in the industry and want to grow within a Miami-based management company, the visibility this role carries, both with residents and with ownership, makes it a meaningful step.