We're seeking a Customer Support Specialist for a full-time role (40 hours/week, with shift flexibility including some evenings/weekends for on-call support) fully remote. Reporting to the Customer Experience Manager, you'll be the friendly voice and first point of contact for our clients, resolving issues efficiently while embodying our commitment to excellence. This is an ideal opportunity for a problem-solver who thrives in a dynamic, people-oriented environment. We provide comprehensive training and a supportive team atmosphere!

Key Responsibilities

Respond promptly to inbound inquiries via phone, email, chat, and our resident portal, addressing concerns related to leasing, maintenance, billing, and amenities.
Triage and escalate complex issues to property managers or maintenance teams, ensuring seamless handoffs and follow-up.
Document all interactions in our CRM system (e.g., AppFolio or Buildium) to track resolutions, trends, and feedback for continuous improvement.
Provide accurate information on property availability, policies, and services, while upselling features like online rent payments or community events.
Monitor support tickets and SLAs to meet response time goals (e.g., 95% within 2 hours), prioritizing urgent matters like emergencies.
Collaborate with cross-functional teams to resolve recurring issues, such as vendor coordination or policy updates.
Analyze customer feedback to identify opportunities for enhancing service quality and resident retention.
Participate in after-hours on-call rotation (1-2 nights/month) for critical support.

Qualifications

High school diploma required; associate's or bachelor's degree in communications, business, or a related field preferred.
1-2 years of customer service experience (call center, retail, or property management a strong plus).
Excellent verbal and written communication skills, with empathy and active listening to de-escalate challenging situations.
Proficiency in customer support tools (e.g., Zendesk, Freshdesk) and Microsoft Office; familiarity with property management software is advantageous.
Ability to multitask in a fast-paced setting, with strong organizational skills and attention to detail.
Tech-savvy and adaptable, comfortable with remote collaboration tools like Microsoft Teams or Slack.
Positive attitude, resilience under pressure, and a genuine passion for helping people.
Must be available for flexible shifts, including occasional evenings or weekends