Customer Support Specialist

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

📋 Description

• Manage incoming maintenance-support calls from residents and log work orders in the YardiOne online portal.

• Ask pertinent questions and accurately record caller information along with detailed maintenance issues.

• Address inquiries from potential tenants looking for affordable housing or property waitlist details.

• Collect housing preferences, utilize YardiOne to locate suitable properties, and create property lists that include contact information and waitlist status.

• Dispatch requested property lists via email or physical mail within 48 hours.

• Respond to open-line calls related to complaints, compliments, and other non-maintenance requests.

• Prepare formal reports in the designated web portal and forward them to the relevant property leadership.

• Professionally and objectively manage sensitive topics including abuse, security concerns, and evictions.

• Maintain emotional stability, refrain from sharing personal opinions, and adhere to established protocols.

• Consistently work assigned shifts in accordance with business requirements.

⛳️ Requirements

• Strong verbal and written communication skills in English.

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

• Proficiency in using online portals, web-based systems, and data entry.

• Keen attention to detail and strong organizational abilities.

• Capability to document detailed information accurately and follow established procedures.

• Professional demeanor, emotional regulation, and ability to remain objective in sensitive or emotionally charged situations.

• Ability to distinguish personal feelings from work responsibilities and manage sensitive information appropriately.

• Independence in handling various inquiries while maintaining accurate records.

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

• Must possess a Windows 11 PC (Mac is not supported), with a minimum of 16 GB RAM, Intel i5 processor or higher, dual monitors, webcam, wired USB headset, fiber internet with wired Ethernet connection, and a backup power solution.

• Proficiency in Microsoft Teams and Office 365.

• Must be available and willing to work any scheduled shift.

• English resumes are required; a background check may be necessary.

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

• Familiarity with housing management systems is an advantage.

🏝️ Benefits

• Paid training.

• Paid weekly in arrears.