Key Facts

Remote From:

Full time

English

Hard Skills

Software Maintenance Inbound Calls Issue Tracking Aftercare Escalation Management Email Management Hazard Analysis Staff Planning Vendor Management Help Desk Support Call Center Experience Online Communication Organizational Structure

Other Skills

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Technical Acumen
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Record Keeping
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Lateral Communication
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Scheduling
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Customer Service
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Decision Making
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Professionalism
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Non-Verbal Communication
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Accountability
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Multitasking
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Teamwork
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Detail Oriented
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Prioritization
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Problem Solving

Roles & Responsibilities

Highly organized with the ability to multitask and manage priorities
Customer service-oriented with a calm and professional demeanor
Strong verbal and written communication skills
Tech-savvy and able to learn new systems and tools

Requirements:

Answer incoming tenant calls and respond to issue-related emails as the first point of contact
Log all calls, emails, and maintenance concerns into the ticketing system with clear records
Escalate urgent matters and route non-tenant inquiries to the appropriate internal teams
Monitor, update, and follow up on open tickets to ensure timely resolution

Job description

This is a remote position.

Customer Service Representative

Join a fast-paced property operations team supporting a large residential portfolio across New York City. You’ll be the first point of contact for tenant concerns, ensuring every issue is clearly documented, tracked, and moving toward resolution while helping create a smoother experience for both residents and internal teams.

What You'll Do:

Answer incoming tenant calls (approximately 70 per day) and respond to issue-related emails as the first point of contact.
Log all calls, emails, and maintenance concerns into the ticketing system, maintaining clear and accurate records for each issue.
Escalate urgent matters immediately, including safety risks or building-wide concerns, and route non-tenant inquiries (vendor, legal, etc.) to the appropriate internal team members.
Monitor, update, and follow up on open tickets to ensure timely resolution, including adding notes, documentation, and status updates as work progresses.
Communicate regularly with internal teams, field staff, and vendors to coordinate next steps and keep issues moving forward.
Assist with scheduling appointments between tenants and vendors when needed.
Provide updates to tenants and support general follow-up and administrative tasks related to ongoing issues.
Gradually take ownership of simpler maintenance coordination tasks and follow-ups as you become more familiar with the workflow.

Who You'll Work With:

You’ll collaborate closely with a busy property operations team, including office staff, maintenance teams, and external vendors. This role serves as a central communication point, ensuring that tenant concerns are clearly documented and efficiently handled across multiple teams.

Who We're Looking For:

Highly Organized: Exceptional ability to multitask and manage priorities without letting details fall through the cracks.
Customer Service-Oriented: Calm and professional demeanor when dealing with tenants, including challenging situations.
Strong Communicator: Excellent verbal and written communication skills for tenant and manager interactions, and asks questions when something is not understood.
Logical: Can make logical decisions and recognize and forward urgent situations to appropriate department.
Tech-Savvy: Tech-comfortable and can learn to use new systems and tools.
Experience: General work experience is required. Experience in customer service or similar phone-based roles is a plus, but not necessary.

Why Join Us?

Impact: Play a critical role in improving how tenant issues are tracked, managed, and resolved across a large residential portfolio.
Culture: Be part of a fast-moving, supportive team that values clear communication, accountability, and continuous improvement.
Benefits:
- Enjoy preset salary growth and weekly salary payments.
- 100% work-from-home flexibility.