Resident Services Specialist, Bilingual - Sandy Springs, GA

Bilingual communication skills sit at the center of this role. Not as a checkbox, but as the actual mechanism through which residents get help, concerns get resolved, and Cortland's reputation holds up across thousands of interactions. If you're fluent in English and Spanish and you genuinely enjoy talking to people through complicated moments, this is a job where that combination matters every single day.

What This Role Actually Requires

Cortland runs a centralized Contact Center model, which means you're not sitting at a leasing office desk. You're handling resident calls, emails, and chat inquiries across multiple properties simultaneously, often for residents you've never met in person. The skill set this demands is specific: you need to hold multiple conversations in your head at once, switch between platforms quickly, and still make each resident feel like their issue is the only one on your screen.

De-escalation is a real part of this job. Residents call when things go wrong. Maintenance hasn't shown up, a charge looks wrong, a neighbor is loud at 2am. Your patience and tone in those moments directly affect whether someone renews or gives notice. That's not a soft skill. It's a retention driver.

You'll also handle documentation: reviewing applications, verifying information, keeping records accurate inside systems like RealPage, OneSite, and Funnel. Fair Housing compliance isn't a formality here. It applies to every interaction, and Cortland takes it seriously.

Skills That Match This Role

• 2 or more years in a high-volume customer service or contact center environment, with multifamily experience strongly preferred
• Bilingual fluency in English and Spanish (written and spoken)
• Comfort working inside CRM tools and property management platforms, including RealPage and OneSite
• Strong organizational habits when managing competing priorities under pressure
• Ability to handle confidential resident information with discretion
• Flexibility for weekend and extended hours as business needs shift
• High school diploma or equivalent required

What Makes Cortland a Different Kind of Operator

Cortland is vertically integrated, which means design, construction, and operations all sit under the same roof. For a Resident Services Specialist, that structure matters because the people you're coordinating with internally actually have ownership over outcomes. You're not relaying messages to a third-party vendor with no accountability. You're working inside a company that controls more of the process than most multifamily operators do.

One honest note: centralized contact center work requires discipline that's different from on-site leasing. You don't have the benefit of reading body language or walking a resident to a unit. Everything you accomplish happens through words and tone, at speed, across a screen. The people who thrive here tend to be organized under pressure, genuinely curious about solving problems, and comfortable sitting in ambiguity when a resident's situation doesn't fit a neat category. That's the real bar for this role.