Property Management Customer Service

Location: Work from Home
Type of Employment: Full-time
Work Shift: US Business Hours

About Us

At OurAssistants, we connect U.S.-based property management companies with highly skilled virtual professionals who help deliver exceptional resident and guest experiences. We support both Short-Term Rental (STR) and Long-Term Rental (LTR) operations while fostering a collaborative, growth-focused remote work environment. Learn more at ourassistants.com.

About the Role

We are seeking a Bilingual Property Management CSR (English–Spanish) with experience supporting short-term and/or long-term rental portfolios. This role serves as a frontline contact for residents, guests, owners, and vendors, ensuring timely communication, issue resolution, and high service standards.

The ideal candidate is calm under pressure, customer-focused, and experienced in handling rental-related inquiries, maintenance coordination, and reservation or tenant support.

Key Responsibilities

Customer & Guest Support

• Handle inbound calls, emails, chats, and portal messages in English and Spanish.

• Assist guests or residents with inquiries related to reservations, leases, payments, check-ins, and house rules.

• Provide timely updates and resolutions to issues while maintaining a professional tone.

STR & LTR Operations Support

• Support STR operations such as booking confirmations, guest communications, check-in/check-out coordination, and issue escalation.

• Support LTR operations including tenant inquiries, lease-related questions, renewals, and move-in or move-out coordination.

Maintenance & Issue Coordination

• Log maintenance requests and coordinate with internal teams or vendors.

• Follow up on open tickets to ensure resolution and guest or resident satisfaction.

Documentation & System Updates

• Accurately document all communications and actions in property management systems.

• Update notes, tickets, and records in real time to maintain data accuracy.

Retention & Service Quality

• Identify service gaps and escalate issues that may impact guest reviews or resident retention.

• Support retention efforts by ensuring positive service experiences.

Qualifications & Requirements

• Minimum 1–2 years of experience in property management customer service or hospitality support.

• Experience supporting Short-Term Rentals (Airbnb, Vrbo) and/or Long-Term Rentals.

• Fluent in English and Spanish (written and spoken).

• Familiarity with property management systems (AppFolio, Buildium, Yardi, Hostaway, Guesty, or similar).

• Strong communication, problem-solving, and conflict-resolution skills.

• Ability to multitask and manage high-volume inquiries in a remote environment.

• Customer-focused mindset with attention to detail.

Additional Requirements

• Must be currently residing in Latin America.

• Must have a stable internet connection and a remote-ready workstation.

Compensation and Benefits

• Competitive salary based on experience

• Permanent remote setup

• Training and growth opportunities

• Supportive and service-focused team culture