Customer Service for Property Management (US-Based, Remote)

Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located. We are currently seeking a Virtual Assistant for a Property Management Company. This position offers a unique opportunity to work remotely and collaborate with a team of professionals in the property management field.

The Operations Associate helps keep daily guest and property workflows running smoothly. This remote role combines guest communication, turnover coordination, vendor follow-up, reporting, incident response, and quality control. You will manage multiple moving parts, make phone calls when needed, and follow tasks through to completion. The right person is organized, proactive, calm under pressure, and precise with details

Responsibilities

• Manage guest inquiries, check-ins, check-outs, last-minute reservations, and urgent issues.
• Communicate with guests by phone call, text, and platform messaging depending on the situation.
• Ensure all guest information is entered accurately for a smooth check-in and check-out experience.
• Help resolve guest complaints, access issues, reservation questions, and operational problems in a professional manner.
• Coordinate with cleaning teams to ensure units are cleaned, stocked, photographed, and ready before guest arrival.
• Send next-day cleaning schedules to cleaners and confirm completion of required turnover tasks.
• Track linen, towel, and supply needs to support successful turnovers.
• Review property photos and updates to verify cleanliness, readiness, damages, missing items, or other unit issues
• Coordinate with maintenance vendors, contractors, cleaners, and property teams to resolve issues inside the units.
• Follow up on open maintenance items until they are completed.
• Review completion photos and vendor updates to confirm quality of work.
• Escalate unresolved, delayed, or serious maintenance issues to management.
• Review guest feedback and property reviews to identify recurring issues.
• Monitor whether properties are maintaining strong guest ratings.
• Suggest improvements to management when a property is receiving repeated complaints or lower ratings.
• Help ensure guests receive prompt, clear, and professional support throughout their stay.
• Respond to noise, security, and guest-behavior alerts when needed.
• Professionally de-escalate issues and remind guests of house rules when necessary.
• Escalate serious or repeated concerns to management.
• Document important incidents clearly and accurately

Requirements

• Strong spoken and written English.
• Highly organized, dependable, and detail-oriented.
• Comfortable making phone calls to guests, vendors, cleaners, and property teams.
• Able to work independently in a remote environment and complete tasks without repeated reminders.
• Comfortable with spreadsheets, messaging apps, booking platforms, and task management systems.
• Calm and professional during complaints, urgent issues, and operational problems.
• Experience in short-term rentals, hotels, corporate housing, property management, guest support, or operations is preferred.
• Must be willing to work in shifts. Shift Schedule (ET): Sat, Sun, Mon - 7:00 AM – 3:30 PM and Tues, Wed - 3:00 PM –11:00 PM 

Benefits

• Competitive salary
• Work From Home
• Flexible Hours