Real Estate (US) - Virtual Assistant

We are looking for a Virtual Assistant to join our property management team. The ideal candidate will be responsible for providing real-time assistance to tenants, property owners, and other stakeholders through live chat, email, and inbound calls. You will play a critical role in ensuring customer satisfaction by addressing inquiries, resolving issues, and providing accurate information about properties, leases, maintenance, and other services.

Key Responsibilities

Live Chat Support:

• Provide real-time assistance to tenants, property owners, and other stakeholders via live chat on the website or other platforms.
• Respond to inquiries about property listings, lease agreements, rent payments, maintenance requests, and other property-related issues.

Email Support:

• Respond to emails from tenants, property owners, and other stakeholders in a timely and professional manner.
• Address concerns, provide property-related information, and resolve issues effectively.

Inbound Call Support:

• Answer inbound calls from tenants, property owners, and other stakeholders.
• Provide assistance with inquiries related to properties, leases, payments, maintenance, and other services.
• Escalate complex issues to the appropriate team and follow up to ensure resolution.

Property and Lease Knowledge:

• Stay updated on property listings, lease agreements, and company’s policies to provide accurate information to customers.
• Assist tenants and property owners with property-related inquiries, such as availability, pricing, and amenities.

Performance Metrics:

• Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.

Team Collaboration:

• Work closely with property managers, maintenance teams, and other support staff to resolve customer issues efficiently.
• Provide feedback to improve customer support tools and processes.

Education and Experience

• Bachelor’s degree or equivalent
• 1–3 years of experience in customer support, chat support, or a similar role
• Experience in property management or real estate is a plus but not mandatory
• Familiarity with live chat and email support tools is advantageous

Job Type: Full-time

Application Question(s):

• This is an on-site position with shift hours from 9 PM to 6 AM Pakistan Time. Are you comfortable with this shift schedule?

Experience:

• Property Management: 1 year (Required)
• Leases: 1 year (Required)
• Appfolio: 1 year (Required)

Work Location: In person