Customer Service Agent

To apply, you will only have to fill a short form on our website that will take you less than 5 minutes.

 

Job Title: Customer Service Representative

 

About the Company:

Our client manages residential properties and provides services to residents.

 

Job Description:

In this role, you will help residents with their questions and account needs. You will handle calls and follow established processes. You will also manage resident accounts and prepare important documents.

You will work closely with managers and other teams to solve resident issues. You will also help with tasks related to rent collection and legal processes.

 

Responsibilities of the role:

• Answer calls from current residents and provide friendly, professional help.

• Respond to common resident questions and know when to send issues to a manager.

• Follow up with residents about late payments and keep notes on their accounts.

• Send notices for past-due rent and follow up on returned or bounced payments.

• Keep resident accounts and ledgers accurate.

• Update processes for resident transfers and new resident onboarding.

• Prepare documents for eviction and late payment processes.

• Help with Eviction Diversion Program filings and paperwork.

• Set up approved payment plans and other account changes in resident ledgers.

• Prepare applications for financial help and landlord statements when needed.

• Keep records of eviction histories.

• Send past-due balances from former residents to debt collection.

• Prepare resident letters, forms, notices, and other standard communications.

• Follow established workflows carefully and document your work consistently.

• Work with managers and other departments when resident issues need more help.

 

Required Experience and Qualifications:

• Excellent spoken and written English.

• Ability to learn new software and processes quickly.

• Ability to tell the difference between normal issues and those needing escalation.

• Prior experience in customer service, administrative support, property management, or collections is helpful.

 

Preferred Skills:

• Experience with property management software.

• Experience with CRM software.

• Experience with Google Workspace.

• Experience with other business software.

 

Personality:

• Bright and quick to learn.

• Personable and comfortable talking with people all day.

• Patient and professional, even with upset customers.

• Organized and detail-oriented.

• Reliable and consistent.

• Comfortable following set processes but also using common sense.

• Comfortable asking questions at first, then working more independently after training.

 

Software & Tools:

• AppFolio

• Pipefy and workflow management tools

• Google Workspace

• Email, phone, and text communication platforms

 

Schedule:

Monday to Friday

9:00 AM to 5:00 PM EST

 

Salary and Benefits:

• Payment in USD or Local Currency according to candidate's preference.

• Full-time remote opportunity.