Remote Customer Support Specialist

Description

We are looking for dependable, detail-oriented Remote Customer Support Specialists to support a US-based affordable housing services operation.

This opportunity involves supporting residents, prospective tenants, and authorized third-party representatives across three key functions: maintenance support, housing locator services, and open-line reporting.

Depending on the type of inquiry, you may assist residents with submitting maintenance requests, help prospective tenants identify suitable affordable housing opportunities, or document formal reports involving concerns, complaints, compliments, and other requests.

This role requires more than general customer service skills. Successful candidates must be excellent communicators, accurate recordkeepers, and confident in asking probing questions to gather complete information. You must also be able to remain professional, objective, and emotionally composed when handling sensitive or potentially distressing situations.

Candidates must be flexible and available to work any of the listed shifts, as assignments will be determined according to business needs.

Key Responsibilities

Maintenance Support

• Handle inbound calls from residents requesting maintenance work orders for their individual units, community grounds, or buildings.
• Ask relevant questions to understand reported issues and accurately document caller information and detailed descriptions of maintenance concerns in the YardiOne online portal.
• Ensure information is complete and clear to support appropriate follow-up by maintenance personnel.

Housing Locator

• Handle inbound calls from prospective tenants interested in applying for affordable housing or joining property waitlists.
• Gather and document caller information and housing preferences.
• Use YardiOne to identify matching properties and generate lists containing property contact information and waitlist status.
• Send requested property lists by email or physical mail within 48 hours.

Open-Line Support

• Handle inbound calls from residents and third-party representatives regarding concerns, compliments, and requests unrelated to maintenance.
• Ask probing questions, accurately document formal reports in the designated web portal, and route them to the appropriate property leadership based on established criteria, including whether the caller has previously contacted property staff.
• Handle sensitive topics, including abuse, security concerns, and evictions, with professionalism and strict objectivity.
• Maintain emotional composure, avoid personal opinions, and do not offer apologies when documenting formal reports, as these calls may be used in formal proceedings.

Technical Requirements (Non-Negotiable)

Applicants must have their own equipment and a suitable home workspace that meets all of the following requirements:

• Windows 11 PC (Mac not supported)
• Minimum 16 GB RAM
• Intel i5 processor or higher
• Dual monitors
• Webcam and wired USB headset
• Fiber internet with a wired Ethernet connection
• Backup power solution
• Microsoft Teams and Office 365

Applications that do not meet the minimum technical requirements may not move forward in the hiring process.

Compensation and Contract Details

• Rate: $5.50 USD per hour
• Payment: Paid weekly in arrears
• Contract type: Independent Contractor
• Work arrangement: Fully remote in Mexico only
• Training: Paid training

Work Schedule and Shift Availability

Shifts operate between 6:00 AM and 10:00 PM MST. Available schedules include:

• 6:00 AM–3:00 PM: Saturday–Wednesday.
• 10:00 AM–7:00 PM: Monday–Friday.
• 1:00 PM–10:00 PM: Monday–Friday.
• 1:00 PM–10:00 PM: Saturday–Wednesday.
• 1:00 PM–10:00 PM: Thursday–Monday.

Each schedule includes two consecutive days off.

Applicants must be available and willing to work any of the schedules listed. Your assigned shift and working days will be determined based on business needs. You must be able to commit consistently to your assigned schedule.

Please apply only if you are comfortable with all the available shift options.



Hiring Process

All applicants must complete the following stages:

1. Resume Review
2. Pre-Screen Questionnaire
3. One-Way Video Interview
4. Pre-Screen Interview
5. Live Interviews
6. Background Check

Candidates must successfully complete the applicable hiring stages to be considered for the position.

Important Application Information

• This is an English-speaking role, and all resumes must be submitted in English.
• Applicants must meet all technical requirements and be available for every listed shift option.
• A background check might be required as part of the final hiring process. Employment is contingent upon successful completion.
• Professionalism, accurate documentation, emotional composure, and adherence to established procedures are essential to success in this role.

Requirements

Requirements and Qualifications

• Strong spoken and written English communication skills.
• Excellent listening, questioning, and information-gathering abilities.
• Proficiency with online portals, web-based systems, and data entry.
• Strong attention to detail and organizational skills.
• Ability to document detailed information accurately and follow established procedures.
• Professionalism, emotional regulation, and the ability to remain objective in sensitive or emotionally charged situations.
• Ability to separate personal feelings from work responsibilities and handle sensitive information appropriately.
• Ability to work independently, manage different types of inquiries, and maintain accurate records.
• Reliable attendance, punctuality, and commitment to an assigned fixed schedule.

Previous experience in customer service, call centers, affordable housing, property management, maintenance coordination, housing assistance, or formal complaint reporting is preferred. Experience using housing management systems is an advantage.

Originally posted on Himalayas