Customer Service
The right VA can respond to tenant requests, handle owner communications, or be your virtual receptionist. Use these descriptions to create and post a job!
Job Roles
Overview
Job Role Overview
The maintenance call center is responsible for reviewing all inbound work orders, troubleshooting with residents and assigning the work order to a property manager. The maintenance call center is responsible for reviewing previous work orders to determine if the work order is a duplicate and to review home warranties. The maintenance call center is responsible for updating the database with home warranty information.
Recommended Training
- Lease Agreement
- Property Management Agreement
- Maintenance software
- Property Management software
- Company maintenance policies (Ex. Home Warranty, Owner using own vendor, emergency work order, etc)
- Company Processes
- Must know difference between Emergency, Standard, Cosmetic Work Orders
Job Role Tasks
- Reviews all inbound work orders for legitimacy
- Troubleshoot with resident
- Escalates to property manager
- Uploads photos, warranty information or any other important documents to the software
- Escalates challenges to property manager
- Sends customer satisfaction survey to resident upon work order completion
- Performs follow up with residents
- Assists property manager as needed on any work order
Key Performance Indicators
- Call answer rate
- Avg call time
- Percent of surveys answered
Disc Profile - C/D
English Proficiency - Medium / High
Native or FluentJob Role Overview
The overall goal of the administrative assistant is to answer all inbound calls, perform follow-up calls and maintain company documents and databases. Exhibits polite and professional communication via phone and email.
Recommended Training
- Property Management software
- MLS
- Phone scripts
- Company Policies
- Fair Housing
Job Role Tasks
- Answer all inbound queries (phone, email, etc)
- Enter lead information into CRM system
- Search company database to determine status of property
- Search company database to determine status of application
Key Performance Indicators
- Call answer rate
- Avg call time
- Avg response time
Disc Profile - C/S
English Proficiency - Medium / High
Fluent or NativeJob Role Overview
The overall goal of the owner services call center is to answer all inbound queries (calls, emails) from owners and answer any low level questions regarding rent, HOA violations, a charge on an account, how to use the portal, etc. The call center owner services team must be able to access data in the property management system and to understand who to escalate calls to.
Recommended Training
- Property Management software
- Owner Portal
- Owner statement
- HOAs
- Lease
- Property Management Agreement
- Phone scripts
- Company Policies
Job Role Tasks
- Answer all inbound queries (phone, email, etc)
- Review data in property management software
- Understand company policies and create templates to answer commonly asked questions
- Work with team to create answers to FAQs and add to website or owner portal
- Upload and maintain property management software data
- Build and maintain owner services manual
Key Performance Indicators
- Call answer rate
- Avg call time
- Avg response time
- Number of escalated calls
Disc Profile - C/D, C/S
English Proficiency - Medium / High
Fluent or NativeJob Role Overview
The overall goal of the resident services call center is to answer all inbound queries (calls, emails) from residents and answer any low level questions regarding lease, HOA violations, rent collection and all other aspects of management that is not maintenance related. The call center resident services team must be able to access data in the property management system and to understand who to escalate calls to.
Recommended Training
- Property Management software
- Resident Portal
- Resident ledger
- HOAs
- Lease
- Phone scripts
- Company Policies
- Fair Housing
Job Role Tasks
- Answer all inbound queries (phone, email, etc)
- Review data in property management software
- Review lease
- Understand company policies and create templates to answer commonly asked questions
- Work with team to create answers to FAQs and add to website or resident portal
- Upload and maintain property management software data
Key Performance Indicators
- Call answer rate
- Avg response time
- Number of escalated calls
Disc Profile - C/D, C/S
English Proficiency - Medium / High
Fluent or NativeJob Role Overview
This position is the “face” of the company as it is the first impression an agent, tenant, client or prospective client gets when calling or coming into the office.
The overall goal of this position is to answer all phone calls into the company and to make sure the office runs efficiently.
Recommended Training
- Phone System
- Company Org Chart
- Roles and responsibilities of each position
- Company Policies
Job Role Tasks
- Answers phones
- Greets guests
- Orders supplies
- Receives and sends mail daily
- Makes sure office is presentable and clean
- Makes arrangements for office meetings, outings
- Orders toner and schedule maintenance for copy machine
- Maintains postage machine – order toner, refills
- Calls management company with any office issues – AC, heat, etc
- Writes and sends birthday and anniversary cards to owners
Key Performance Indicators
-
% of missed calls
-
Office supply spending
Disc Profile - C/I
English Proficiency - Medium / High
HighJob Role Overview
The call center representative is responsible for answering the phone and answering general questions or escalating to the correct department.
Recommended Training
- Property Management software
- Phone scripts
- Company Policies
Job Role Tasks
- Answer phone
- Track who is calling
- Track reason for phone call
Key Performance Indicators
- Percent of calls answered
Disc Profile - C/S
English Proficiency - Medium / High
High - Must be able to communicate with prospects, agentsFrequently Asked Questions
Have questions about how a virtual assistant can help? Check out the FAQs below.
The right virtual assistant can handle calls from tenants, communicate with owners, resolve issues, and more while working remotely as an independent contractor! Scale your customer service team with a VA that specializes in serving tenants and property owners.
Property managers are one step closer to finding the talent they need after posting an informative job description that attracts potential VAs for the role. Use our job description templates to target virtual assistants who are ideal for your role and company!
Companies can respond directly to inquiries about a job posting through the VPM platform. You can also search for available VAs that could be the right fit or let our TalentMatch algorithm deliver matches to your inbox.
VPM Solutions was developed by property managers for property managers. We're the online virtual assistant job platform that delivers skilled independent contractor talent specifically for the property management industry. When you choose VPM, you have access to thousands of VAs who understand the industry and are ready to get to work for you!
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