Senior Tenant Support Representative

Company Description

RRS Group & Co. and its affiliated entities (collectively, "RRS") have provided real estate development and related services to investment-grade clients for decades. Our expertise spans site acquisition, architectural design, and development management for commercial office and industrial properties.

Through an integrated service model, RRS delivers comprehensive solutions across every phase of the building lifecycle. Beyond technical excellence, we offer strategic consulting in marketing, financial planning, and facility management ensuring every project achieves its highest potential in performance, value, and sustainability.

Commitment to Community

For over two decades, RRS has maintained a strong commitment to the communities we serve. This commitment is advanced through the RRS Making Lives Better Foundation, which provides meaningful support and resources to individuals and families in need. The Foundation reflects our belief that corporate success carries a responsibility to give back improving quality of life in the regions where we operate.

Our Core Values

Integrity | doing the right thing when no one is watching and acting with uncompromising honesty. We believe in maintaining lasting relationships based on honesty, consistency and the highest ethical standards. This creates credibility in our personal and professional relationships.

Caring | showing concern, empathy and compassion for others, ourselves, and our environment. Our care shows itself in our commitment to “safety first” in all we do. We encourage each other to be the best and hold each other accountable. We help those in need, contribute to the communities in which we work and develop creative ways to be responsible with our resources.

Integration | working unselfishly toward common goals across disciplines, teams, departments and regions. Our collective contributions are greater than our skills. We will be transparent and understand each other’s expertise to provide the most value when delivering our services to one another and our clients.

Innovation | developing new ideas and applying the solutions that differentiate us in valuable ways. We are not comfortable with the status quo. We remain accountable for continuous improvements in our results because we do not consider innovation an end in itself. We maintain an environment where we foster new ideas and encourage changes that help us improve.

Applications will be reviewed on a rolling basis. We strongly encourage you to submit your application as early as possible.

Job Description

We are seeking a Senior Tenant Support Representative to serve as a primary point of contact for tenants, property management teams, and internal stakeholders. In this role, you will ensure maintenance requests, billing inquiries, and service escalations are handled with professionalism, urgency, and accuracy. You will also play a leadership role by coaching team members, improving service processes, and helping deliver an exceptional tenant experience across our property portfolio.

The ideal candidate is customer-focused, highly organized, and experienced with property management systems, including SAP, RealPage, and ServiceNow. This position requires strong critical thinking skills, sound judgment when handling sensitive situations, and the ability to collaborate effectively across multiple departments.

Key Responsibilities

• Serve as the primary point of contact for tenant inquiries related to maintenance, billing, and property services.
• Coordinate maintenance requests with vendors, contractors, and internal property teams to ensure timely resolution.
• Manage tenant billing inquiries, including invoices, charges, account balances, payment discrepancies, and billing adjustments.
• Investigate and resolve complex or high-risk tenant issues while maintaining a high level of customer satisfaction.
• Escalate critical service issues to leadership and appropriate business partners when necessary.
• Act as a liaison between tenants, property management teams, accounting, and leadership to facilitate effective communication.
• Maintain accurate documentation of tenant interactions, maintenance requests, billing activities, and case resolutions within company systems.
• Monitor service request trends and identify opportunities to improve operational efficiency and the tenant experience.
• Coach, mentor, and support Tenant Support Representatives by providing guidance, feedback, and best practices.
• Assist leadership with quality assurance initiatives, process improvements, and team training.
• Ensure compliance with company policies, service standards, and applicable regulations.

Qualifications

Required Qualifications

• Associate's or Bachelor's degree in Business Administration, Property Management, Real Estate, or a related field preferred.
• Minimum of 2 years of experience in property management, tenant services, customer support, or a related field.
• Experience handling maintenance coordination, tenant billing, and service escalations.
• Proven ability to manage multiple priorities while meeting deadlines in a fast-paced environment.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Demonstrated leadership, coaching, and mentoring experience is preferred.
• Ability to exercise sound judgment and maintain professionalism when resolving sensitive or high-priority issues.

Required Systems Experience

• SAP (ERP): Property operations, billing management, reporting, and financial transactions.
• RealPage: Property management, lease administration, resident accounts, and operational workflows.
• ServiceNow (CRM): Case management, ticket tracking, workflow management, and service request resolution.
• Experience with Microsoft Office Suite, particularly Excel, Outlook, and Teams.

Preferred Qualifications

• Experience supporting multifamily, commercial, or mixed-use real estate portfolios.
• Knowledge of lease administration, tenant relations, and property operations.
• Experience identifying operational trends and implementing process improvements.
• Previous experience leading or mentoring customer service or tenant support teams.

Core Competencies

• Customer Service Excellence
• Tenant Relations
• Property Operations
• Billing & Account Resolution
• Conflict Resolution
• Critical Thinking
• Service Escalation Management
• Leadership & Coaching
• Cross-Functional Collaboration
• Process Improvement
• Time Management
• Attention to Detail
• Communication & Relationship Building
• Problem Solving
• Adaptability

Application Requirement

Applicants must include a current internet speed test result with their application.

Additional Information

What’s next?

If you are advanced to the next step of the process, you’ll receive an email invitation to complete a video interview. This is your opportunity to further bring your resume to life and showcase your experience for our recruiting team and hiring managers.

Completion of the video interview is required, and your application will not be considered for further review until you have completed it. 

What can you expect from us:

• Opportunities to learn and develop every day through a wide range of programs.
• Internal digital platforms that promote self-learning.
• Development programs according to Leadership skills.
• Specialized training according to the role.
• Learning experiences with internal and external providers.
• We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.
• Financial wellness programs that will help you reach your goals in all stages of life.
• A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
• And because your family is also important to us, they can also enjoy benefits such as our WellnessLine, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.

Work Hours: Varies upon the needs of the global department.

Travel Requirements: This position requires travel 0% of the time.

Mental/Physical Requirements: This position will be performed in an Remote setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

RRS Group takes security seriously and has measures in place to protect work-related data in a remote setting. Our organization has implemented a BYOD (Bring Your Own Device) policy, RRS Group uses Google User Enrollment, which ensures personal apps and data are kept separate from work apps and data should you choose to use your personal device for work purposes. RRS Group can manage only the work-related aspects of the device, ensuring privacy for personal data.

RRS Group is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. RRS Group will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

RRS Group will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

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