Customer Success Representative

We are seeking a highly organized and detail-oriented Customer Success Representative to support the operations of our property management company. The ideal candidate will have experience with property management software, strong communication skills, and the ability to work both independently and collaboratively within a team. This is a remote position, requiring availability during U.S. Eastern Standard Time business hours.

Key Responsibilities

- Create, coordinate, and oversee all maintenance requests for assigned properties, ensuring timely completion of both routine and urgent work orders.
- Implement preventative maintenance measures to reduce future issues.
- Regularly follow up with vendors to guarantee repairs are completed on time, within company standards, and budget.
- Provide timelines, cost estimates, and manage rehabs or remodeling projects from start to finish.
- Maintain accurate records including income, expenses, signed leases, complaints, and maintenance activities.
- Investigate and resolve tenant complaints, enforce occupancy rules, inspect vacant units, and complete necessary repairs to expedite leasing.
- Manage lease terminations and initiate eviction proceedings when necessary, including attending court hearings.
- Collect rent, handle late payments, address city violations and delinquencies, and manage operating expenses and bill payments.
- Attend owner meetings, respond to queries, and provide regular updates on all matters related to assigned properties.
- Build and maintain professional relationships with property owners to enhance satisfaction and foster brand loyalty.
- Deliver exceptional customer service by keeping tenants, team members, and management informed on all property-related issues.

Required Qualifications

- Basic understanding of construction rules and regulations.
- Excellent verbal and written communication skills.
- Strong interpersonal and conflict resolution abilities.
- Proficient negotiating and active listening skills.
- Exceptional planning, organization, prioritization, and timeline management capabilities.
- Outstanding time management and problem-solving skills.
- Familiarity with affordable housing laws and anti-discrimination legislation.
- Solid understanding of property management principles and financial aspects.
- Competence in MS Office Suite and property management software, particularly AppFolio and LeadSimple.
- Strong decision-making skills and sound judgment.
- Ability to work effectively as a team player and take initiative on new tasks.

Preferred Qualifications and Benefits

- Performance-based incentives and bonuses that reward your contributions.
- Paid time off in accordance with company policy.
- Parental leave benefits.
- Comprehensive training to ensure you are fully prepared for your role.
- Ongoing learning opportunities and support to help you succeed.
- Multiple career growth and internal advancement prospects.
- Access to mentorship, upskilling resources, and opportunities for cross-functional learning.

This role offers a dynamic environment where your skills in property management and customer success will directly impact tenant satisfaction and operational efficiency. If you thrive in a remote work setting and are committed to excellence, this position provides a rewarding opportunity for professional growth.