Customer Service Representative

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.

Work Details:

• Schedule: Mon - Fri 9:00 AM - 5:00 PM EST
• Employment Type: Full-time

How to Apply:

Click "I'm Interested" to start your application. Come and make a difference in a growing property operations team!

We are an equal opportunity employer and value diversity at our company.