Customer Service Representative

About the Role

VSF Rentals, operating as Renewed, is a property management firm specializing in the renovation and management of townhomes and apartment communities throughout Ohio. With a portfolio exceeding 1,100 homes, the firm prioritizes resident satisfaction through digital leasing, efficient maintenance, and transparent operations. The company is hiring a remote, contract-based Customer Service Representative to support its multifamily portfolio, requiring availability for various shifts spanning US Eastern Time, including evenings, weekends, and overnights.

Requirements

• Qualified candidates must possess at least one year of voice-based customer service experience, ideally in a call center, BPO, or remote support environment.
• Applicants must have fluent, clear spoken English that is easily understood by US callers, as well as strong written English skills.
• The role requires the ability to quickly learn new systems and procedures, maintain patience and courtesy with upset callers, and demonstrate reliability and punctuality.
• Technical requirements include a laptop or desktop computer, a headset with a noise-cancelling microphone, stable high-speed internet with a backup connection, and a quiet, private workspace.
• Familiarity with AppFolio, Slack, phone dialers, and Google Workspace, as well as prior experience in real estate or property management, is considered a plus.

Responsibilities

• The Customer Service Representative is responsible for answering resident calls with a professional greeting, reviewing resident accounts to resolve requests according to established procedures, and escalating issues that require higher-level approval.
• Duties include creating maintenance work orders, documenting all calls and messages, and returning missed calls at the start of each shift.
• You will be expected to reply to resident texts and messages within one to two hours, recognize and escalate urgent emergencies such as fire or flooding, and prepare handover notes for team members.
• The role also requires logging all working hours using a time tracker and completing a 30-day evaluation period with weekly feedback.

Benefits & Perks

• This role offers the opportunity to work in a fully remote environment with a growing US company.
• You will be provided with comprehensive training, a detailed knowledge base, and clearly defined written procedures.
• There is potential for increased hours based on individual performance.