Property Management Customer Service
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Job Description
Bilingual Property Management CSR assisting residents and guests in English and Spanish. Supporting short-term and long-term rental operations with a focus on service quality.
Responsibilities:
- Handle inbound calls, emails, chats, and portal messages in English and Spanish.
- Assist guests or residents with inquiries related to reservations, leases, payments, check-ins, and house rules.
- Provide timely updates and resolutions to issues while maintaining a professional tone.
- Support STR operations such as booking confirmations, guest communications, check-in/check-out coordination, and issue escalation.
- Support LTR operations including tenant inquiries, lease-related questions, renewals, and move-in or move-out coordination.
- Log maintenance requests and coordinate with internal teams or vendors.
- Follow up on open tickets to ensure resolution and guest or resident satisfaction.
- Accurately document all communications and actions in property management systems.
- Update notes, tickets, and records in real time to maintain data accuracy.
- Identify service gaps and escalate issues that may impact guest reviews or resident retention.
- Support retention efforts by ensuring positive service experiences.
Requirements:
- Minimum 1–2 years of experience in property management customer service or hospitality support
- Experience supporting Short-Term Rentals (Airbnb, Vrbo) and/or Long-Term Rentals
- Fluent in English and Spanish (written and spoken)
- Familiarity with property management systems (AppFolio, Buildium, Yardi, Hostaway, Guesty, or similar)
- Strong communication, problem-solving, and conflict-resolution skills
- Ability to multitask and manage high-volume inquiries in a remote environment
- Customer-focused mindset with attention to detail.
- Must be currently residing in Latin America.
- Must have a stable internet connection and a remote-ready workstation.
Benefits:
- Competitive salary based on experience
- Permanent remote setup
- Training and growth opportunities
- Supportive and service-focused team culture
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