Customer Service Representative / Social Media Manager

Position Summary:
The Customer Service Representative (CSR) is a remote (work-from-home) role and serves as the first point of contact for tenants, prospective renters, and vendors. The CSR ensures a positive, professional experience especially for international clients by handling inquiries, resolving issues, and coordinating with internal teams.

We are looking for great talent who can deliver exceptional customer service, communicate with confidence, and represent our company with professionalism.

Key Responsibilities:

Handle inbound and outbound communication via phone, email, and chat
Provide prompt, courteous support to tenants regarding rent, maintenance, lease terms, and policies
Assist with tenant onboarding, move-in/move-out coordination, and lease-related questions
Receive, log, and follow up on maintenance requests
Resolve tenant concerns independently or escalate to management when needed
Maintain accurate records of communication and actions taken in the property management system
Coordinate with leasing, maintenance, and admin teams for issue resolution
Deliver excellent service to both local and international clients

Requirements:

Fluent in English with clear, well-spoken, and neutral accent
Strong communication and customer service skills
Work-from-home setup with a quiet and professional environment
Must be able to work graveyard shifts (to match U.S. hours)
Strong problem-solving skills and ability to work independently
Comfortable speaking with international clients with cultural sensitivity
Good organizational and multitasking abilities
Familiarity with basic office software and communication tools (Zoom, Google Workspace, etc.)
Knowledge of AppFolio Property Management Software (required)
Experience in customer service, real estate, or property management (preferred)
High school diploma required; college degree preferred