We’re actively seeking a dedicated Virtual Customer Service Representative fluent in both Spanish and English to join our growing team. This fully remote position allows you the flexibility to work from anywhere, as long as you have a reliable internet connection. We’re looking for someone detail-oriented and experienced in handling paperwork, documents, and records to support our Tenant Relationship efforts and collaborate closely with the Property Manager.

Working Hours:

• 9:30 AM to 5:00 PM (Central Time) (Monday- Friday)
• 9:30 AM to 3:00 PM (Central Time) (Saturday)

Responsibilities:

• Efficiently manage all incoming phone calls by answering, directing, and transferring calls to the appropriate department or individual. Maintain a professional and courteous manner to ensure a positive first impression.
• Professionally greet and communicate with tenants, addressing their inquiries, concerns, and requests in a business-appropriate manner, either through phone calls, emails, or virtual meetings.
• Prepare, organize, and maintain various documents, paperwork, and records relevant to tenant interactions, including lease agreements, notices, and property-related documentation. Ensure all documents are accurate, up-to-date, and filed correctly.
• Conduct regular Zoom meetings with tenants to assist them with property-related issues, including discussing lease terms, maintenance requests, and any concerns they may have. Ensure these meetings are well-organized, and tenant issues are addressed promptly and effectively.
• Work closely with the Property Manager to report on tenant feedback, identify areas for improvement, and implement strategies to enhance tenant satisfaction and retention. Assist in resolving escalated tenant concerns when necessary.
• Collaborate with other departments, such as Maintenance and Accounting, to ensure tenant issues are resolved in a timely manner. This includes coordinating maintenance schedules, addressing billing inquiries, and ensuring tenants are informed of important updates.
• Regularly follow up with tenants to ensure that their issues have been resolved to their satisfaction. Monitor tenant satisfaction levels and contribute to strategies aimed at improving the overall tenant experience.
• Maintain up-to-date knowledge of company policies, procedures, and relevant property management regulations to ensure all communications and actions align with company standards and legal requirements.
• Proactively manage and update tenant databases and communication logs to ensure accurate and timely information is available for internal reporting and follow-up actions.

Requirements:

• Fluency in Spanish is essential.
• Professional proficiency in English is mandatory.
• Reliable internet connection is required (Inability to demonstrate a good internet connection during the interview may result in disqualification).
• Strong attention to detail and organizational skills.
• Proficiency in Google Workspace tools like Google Drive, Google Sheets, and Google Docs.
• Proven experience in customer service, with a focus on active listening and problem-solving.
• Previous experience working in a remote setting is highly preferred.

Benefits:

• 16 PTO days per year
• 8 paid holidays
• KPI/Commission-based rewards
• Customer Satisfaction Bonus