Customer Service Representative

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Respond promptly to resident calls with a clear, friendly, and professional greeting.

• Review resident accounts and leases, addressing requests by utilizing established procedures and the knowledge base.

• Escalate any requests that necessitate a decision or approval.

• Create maintenance work orders as required.

• Identify and promptly escalate emergencies such as fire, flooding, gas odors, lack of heat, or lockouts.

• Respond to resident texts and messages within one to two hours after handling calls.

• Document every call and message within the system.

• Return missed calls and voicemails at the beginning of each shift.

• Prepare a brief handover note for the next shift.

• Represent the company in a professional manner and refrain from sharing personal details, including location, during resident interactions.

• Work independently during assigned shifts, whether day, evening, overnight, or weekend, covering US Eastern Time.

• Log all working hours using the time tracker.

• Complete a 30-day evaluation period with weekly feedback.

⛳️ Requirements

• A minimum of one year of experience in voice customer service (call center, BPO, or remote phone support).

• Fluent and clear spoken English that is easily understood by US callers.

• Proficient in written English.

• Ability to quickly learn new systems and procedures and apply them accurately.

• Calm, patient, and courteous demeanor when dealing with upset callers.

• Reliable and punctual, demonstrating a strong attendance record.

• Comfortable working independently and remaining alert during slower hours.

• Access to a laptop or desktop computer.

• A headset equipped with a noise-cancelling microphone.

• Stable high-speed internet connection and a backup connection.

• A quiet, private workspace free from background noise.

• Preferred: experience in property management, real estate, or US customer support.

• Preferred: familiarity with AppFolio, Slack, phone dialers, and Google Workspace.

• Preferred: possession of a second monitor.

🏝️ Benefits

• Fully remote work.

• Comprehensive training.

• Access to a detailed knowledge base and written procedures.

• Long-term employment with a growing US company.

• Opportunity for additional hours based on performance.

• Employee benefits and paid holidays are not included.