Tenant Experience Coordinator / Support Associate

Full-Time Schedule (40 hours/week) 

Remote position 

This is an independent contractor role 

Schedule  

• Weekdays (Mon-Fri): 8-hour workdays (except for the Friday before Saturday shift, where it’s 4 hours). 

• Saturday Shift: 4 hours worked every 3rd week, starting at 9:00 AM EST. 

• Friday Before Saturday Shift: The Friday before the Saturday shift is reduced to 4 hours, from 9:00 AM EST - 1:00 PM EST. 

We are looking to add a motivated Resident Support Team Coordinator to our property management team. 

Specific Responsibilities include: 

• Receive and manage customer support tickets in a timely manner.  

• Provide remote assistance to tenants, landlords, third party vendors and other stakeholders for issue resolution.  

• Follow-up for tenant and landlord inquiries and issues.  

• Proactively address tenant concerns to enhance satisfaction.  

• Assist in rent and fee collections with a proactive and customer-centric approach.  

• Maintain overall awareness of liability-related matters, including tenant insurance, utility setups, and key inventory.  

• Address reported issues promptly and effectively.  

• Facilitate seamless move-ins and move-outs for tenants.  

• Coordinate inspections, security deposits, outstanding balances, and access procedures during transitions.  

• Ensure effective communication with tenants throughout the move-in and move-out processes.  

• Update relevant information and maintain accurate records.  

• Key inventory in centralized location  

• Assisting on the creation of databases and optimization resources for operations  

• Provide incoming tenants with maintenance information and welcome guides 

• Generate and update the move in and move outs process  

We are looking for a Resident Support Team Coordinator to support customer service functions in a dynamic, fast-paced startup environment, exemplified by: 

• Customer service experience preferred 

• Excellent communication skills in English, both written & verbal 

• Ability to work and communicate among multiple teams and functions 

• Proactive and able to multitask; effective working both independently and in a team environment. 

• Desire to learn and take on other responsibilities as needed. 

• Multitasking skills (the ability to speak on the phone while using a computer) 

• Logic and problem-solving skills 

• Tech-savvy; proficient in Microsoft and Google workspaces, and prior experience using a CRM  

• Fully remote (work is based on Toronto/Boston time zone)
• Opportunities to learn and grow