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