Customer Support Specialist

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

📋 Description

• Manage incoming calls from residents who are requesting maintenance work orders for individual units, community grounds, or buildings.

• Pose relevant questions and accurately record caller information along with detailed maintenance issues in the YardiOne online portal.

• Ensure that maintenance information is complete and clearly documented for appropriate follow-up.

• Assist potential tenants interested in affordable housing applications or on property waitlists.

• Collect and document caller information along with their housing preferences.

• Utilize YardiOne to identify suitable properties and compile lists that include property contact details and waitlist status.

• Dispatch requested property lists via email or physical mail within a 48-hour timeframe.

• Address inbound calls related to complaints, compliments, and requests that are not maintenance-related.

• Ask probing questions, document formal reports in the designated web portal, and direct them to the appropriate property leadership.

• Professionally and objectively handle sensitive topics including abuse, security issues, and evictions.

• Maintain emotional composure, refrain from sharing personal opinions, and adhere to established procedures.

⛳️ Requirements

• Proficient spoken and written English communication skills.

• Exceptional listening, questioning, and information-gathering skills.

• Familiarity with online portals, web-based systems, and data entry.

• Strong attention to detail and excellent organizational abilities.

• Capability to document detailed information accurately while following established protocols.

• Professional demeanor, emotional control, and ability to remain objective in delicate or emotionally charged circumstances.

• Ability to separate personal feelings from work duties and manage sensitive information appropriately.

• Capacity to work independently, manage various types of inquiries, and maintain precise records.

• Consistent attendance, punctuality, and dedication to a fixed schedule.

• Must possess a Windows 11 PC with a minimum of 16 GB RAM and an Intel i5 processor or higher; Mac systems are not supported.

• Equipped with dual monitors, a webcam, and a wired USB headset.

• Must have fiber internet with a wired Ethernet connection.

• A backup power solution is required.

• Proficient in Microsoft Teams and Office 365.

• Must be available and willing to work any designated shift, demonstrating consistent commitment to the assigned schedule.

• Resumes must be submitted in English.

• Successful completion of any necessary hiring stages and background check, if required.

• Previous experience in customer service, call centers, affordable housing, property management, maintenance coordination, housing assistance, or formal complaint reporting is preferred.

• Experience with housing management systems is an advantage.

🏝️ Benefits

• Paid weekly in arrears.

• Compensation for training sessions.

• Fully remote work opportunity.

• Independent contractor position.