Offer summary

Qualifications:

Bachelor’s degree in Business Administration or related field, 3-5 years of experience in customer service, preferably in real estate, Strong organizational skills and ability to manage multiple tickets and projects, Excellent communication skills, both written and verbal..

Key responsibilities:

Respond to resident tickets within 1 hour and ensure timely resolution

Coordinate with the maintenance team to schedule and complete tickets

Onboard new residents and maintain their folders

Assist in rent collection and ensure all resident interactions are documented.

Job description

About the Role

We are looking for an experienced Property Management Virtual Assistant with exceptional customer support and ticket management skills. You will be assisting our residents directly and doing whatever it takes for them to have the best experience throughout their lease. The ideal candidate must be agile and quick to respond, working closely with the Fox maintenance team to ensure that all tickets are responded to quickly and resolved within the targeted time frame.

This role requires that you attend meetings with the webcam on and during EST hours.

You will also be speaking to residents so this role is perfect for you if you genuinely

enjoy speaking with leads from various backgrounds.

Key Responsibilities

Respond to tickets within 1 hour of receiving the ticket
Ensure that there is no ticket in the “Waiting on us” status at the end of every day
Follow the required time frame to close a ticket based on their urgency
Coordinate the tickets with the onsite maintenance team to ensure that they are scheduled and completed within the required timeframe
Schedule regular “How’s it going?” calls with residents to build a relationship with them and get a pulse of the overall satisfaction of our residents
Onboard new residents and maintain resident folders
Coordinate move ins and move outs
Ensure that move in/out inspections are done and the results are filed into the resident folder
Send out important communications and reminders to residents
Assist in rent collection by sending rent reminders in a timely manner and following up with them if they fail to make a payment on the 1st of every month
Escalate tickets when you foresee that these will not be resolved within the required timeframe to the leadership team
Document and update the SOPs related to Resident Experience
Flag any recurring issues based on the tickets received to the leadership team
Assist in creating the maintenance team’s schedule so that all tickets received are scheduled accordingly
Confirm that all tickets are resolved completely with the resident
Coordinate with the accounting team for the processing of security refunds
Maintain a resident ledger with all the deductions or charges that need to be paid by the resident and ensure that these are actually paid
Assist in lease renewals
Ensure that Hubspot remains clean and organized and that every interaction with a resident is recorded

Requirements

Bachelor’s degree in Business Administration or related field
3-5 years of experience in customer service. Experience working in real estate is a plus, but not required.
Strong organizational skills with a proven track record of managing tickets and projects simultaneously.
Ability to quickly respond and adapt to changing needs, especially in collaboration with the maintenance and leadership teams.
Excellent problem-solving abilities and attention to detail.
Ability to work effectively under pressure and meet tight deadlines.
Familiarity with Hubspot is preferred but not required
Excellent communication skills, both written and verbal, with the ability to collaborate effectively with various teams.
Knowledge of real estate rentals is a plus.
Highly coachable and has natural inquisitiveness
Availability to work on weekends, especially during peak seasons