Onboarding and Customer Service Specialist

Onboarding and Customer Service Specialist - Overview

Supports the onboarding of new properties while providing customer service and front desk backup for Trekk Properties. Ensures smooth transitions for owners, tenants, and vendors through accurate system setup, clear communication, and coordinated operational support. Desk backup for Trekk Properties.

Management Systems and Leadership:

Our Companies run on the Entrepreneurs Operating System(EOS) based on the book Traction by Gino Wickman. This person will attend multiple team Level 10 meetings.

Onboarding - Duties and Responsibilities

• Complete all tasks according to the onboarding checklists, to support all departments, HOA, Commercial, Finance, and Residential.
• Attend initial owner meetings, present services/fees, confirm onboarding timelines, and manage follow-up through agreement signing.
• Serve as the primary onboarding contact, ensuring timely, accurate communication with owners, tenants, and vendors.
• Send onboarding packets, collect required forms, and confirm transition details with owners and outgoing managers.
• Notify internal teams of new properties and coordinate cross-department onboarding tasks.
• Create and configure Owner, Property, and Unit pages, including GL codes and financial setup.
• Review all entries for accuracy and completeness.
• Add new properties, complete Questionnaire Template, and upload required documents for resale disclosures.
• Schedule and complete walk-throughs
• Collect keys, access items, and missing unit data.
• Send tenant notifications and create work orders for immediate needs.
• Enter tenant data, send portal invites, and collect renters' insurance.
• Set up electronic rent collection and transition month-to-month tenants to Trekk leases. Review and upload rental licenses; identify city-specific requirements and renewal timelines.
• Document compliance obligations and set reminders in AppFolio.
• Order and log keys, fobs, openers, and keypad codes.
• Ensure vendor and delivery access; document lockboxes and KnoxBoxes.
• Confirm marketing assets, branding, and leasing contact information.
• Manage digital listings, print materials, outreach, and performance tracking.
• Identify required vendors, establish service contracts, and collect W9s/COIs.
• Enter vendor data in AppFolio and set renewal reminders.

Customer Service - Duties and Responsibilities

• Provide one call resolution when possible; answer phones within 2–3 rings and direct calls appropriately.
• Greet customers, enter payments, issue receipts, and assist with portal setup and payment options.
• Sort/open mail, scan invoices, input guest cards, and create service requests.
• Print/mail communications and update AppFolio documents (COIs, leases, contact info, availability).
• Assist owners with resale document instructions and support special projects as needed.
• Ability to pass the Kari Koskinen background check

Core Competencies & Expectations

Embrace and Embody our Trek Core Values:

• Driven: Demonstrates initiative, follows through on tasks, and proactively solves problems.
• Dependable: Meets deadlines, communicates absences, and follows instructions from leadership.
• Positive: Maintains a constructive attitude and contributes to a healthy team culture.
• Collaborative: Works effectively with internal teams, vendors, tenants, and owners.
• Community Oriented: Represents Trekk professionally and supports our mission to serve our communities.

Qualifications & Experience Requirements

• Tech‑forward mindset: loves learning new software, adapting to change, and finding smarter, more efficient ways to work.
• Proficient in AppFolio, including setting up owner/property/unit profiles, entering tenant data, creating tasks, and managing compliance and vendor records.
• Strong organizational skills with the ability to manage end‑to‑end onboarding for Residential, Commercial, Finance, and HOA portfolios.
• Excellent communication skills; serves as the primary contact for owners, tenants, and vendors throughout the onboarding process.
• Ability to coordinate walk‑throughs, collect keys and access items, and ensure accurate property and tenant information.
• Skilled in managing marketing assets, digital listings, and basic outreach to support leasing.
• Strong customer service abilities, including phone support, payment processing, guest card entry, and general front‑desk assistance.
• Detail‑oriented with strong administrative skills—mail sorting, document updates, scanning invoices, and creating work orders.
• Ability to maintain accurate compliance tracking, rental license documentation, and vendor access procedures.
• High school diploma or general education degree (GED)
• Valid driver’s license and access to a personal vehicle.
• Ability to pass the Kari Koskinen background check

Accountability Structure

• Participation in multiple team Level 10 Meetings.
• Measured against EOS scorecard metrics and quarterly Rocks.
• Performance reviews conducted quarterly with clear expectations for improvement and alignment with core values.

Typical Hours

Monday – Friday, 8:00-4:30 with a 30-minute lunch

Pay

• $23-$25/hour
• Mileage

Benefits are available after 90-days and include health, dental, and vision insurance, H.S.A., vacation, paid holidays, 401k matching, and continuing education reimbursement.

Background Check Applicant must be able to pass the Kari Koskinen background check.

Job Type: Full-time

Pay: $23.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Vision insurance

Application Question(s):

• How many years of customer service do you have?

Experience:

• Appfolio: 1 year (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person