Operations Associate – Call Center
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Job Description
Operations Associate responsible for managing inbound communication across SMS, phone, and email. Ensuring high-quality customer experience and acting on resolve inquiries and issues.
Responsibilities:
- Support the Operations team to ensure consistent, high-quality handling of inbound communication across SMS, phone, and email channels.
- Perform basic troubleshooting, collecting and documenting key information.
- Ensure inquiries are properly documented and resolved.
- Perform prompted follow-up contacts to confirm resolution, identify lingering issues, and uphold a consistent customer experience.
- Play a key role in maintaining service quality standards and identifying recurring issues.
Requirements:
- 3+ years of experience in customer service-oriented role (performed via phone, text, webchat, email)
- English proficiency
- Spanish speaking is preferred
- Comfort using support platforms (e.g., Zendesk, Freshdesk, Intercom) and/or CRM tools to manage tickets or cases
- Previous experience in Property Management industry is strongly preferred
- Strong previous experience in technical support.
- Previous experience supporting upset customers in urgent situations
Benefits:
- Computer
- External monitor (strongly preferred)
- Noise-canceling headphones
- Quiet, professional work environment
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