About the Role:

The Customer Service Specialist (CSR) supports the Customer Service Team by assisting property owners through phone calls and email communication. Reporting to the Senior Customer Service Manager, this role focuses on delivering responsive, professional, and empathetic customer service, understanding owner concerns, resolving problems, and ensuring questions and requests are handled accurately and efficiently.

This position is ideal for a reliable, accountable, and service-minded professional who takes ownership of customer concerns and understands the importance of being punctual and available throughout the scheduled shift. The successful candidate will have strong listening and problem-solving skills, communicate clearly, and be comfortable learning new industry-specific software. Consistency, dependability, and a genuine commitment to helping property owners are essential to success.

Key Responsibilities

• Respond to incoming phone calls and emails from property owners promptly, professionally, and courteously.
• Listen carefully to owner questions and concerns to understand their needs and provide appropriate assistance.
• Resolve customer issues by investigating concerns, identifying practical solutions, and following established procedures.
• Demonstrate empathy and patience when handling questions, complaints, or sensitive situations.
• Provide clear, accurate information and explain processes or next steps to help owners understand their options.
• Document customer interactions, concerns, resolutions, and follow-up requirements in the appropriate systems.
• Follow up on unresolved issues and coordinate with the relevant team members to ensure concerns are addressed through resolution.
• Manage multiple customer inquiries while maintaining professionalism, accuracy, and timely communication.
• Learn and use industry-specific software, communication platforms, and customer service systems to support daily operations.
• Maintain reliable attendance and punctuality to ensure consistent coverage and timely support for property owners throughout the scheduled shift.
• Expect to spend approximately 75–100% of the shift on the phone, with additional responsibilities involving email communication, documentation, and follow-up.

Qualifications & Skills

Important Skills:

• Strong verbal and written English communication skills, including professional phone etiquette and clear email writing.
• Excellent active listening skills and the ability to understand customer concerns before responding.
• Strong problem-solving and critical-thinking abilities to investigate issues and determine appropriate next steps.
• Customer service experience or demonstrated ability to provide helpful, professional, and empathetic support.
• Ability to remain calm, patient, and respectful when handling frustrated customers or challenging conversations.
• Strong organizational skills and attention to detail when documenting interactions and tracking outstanding requests.
• Effective time management and multitasking skills to manage frequent calls, emails, and follow-up responsibilities.
• Proficiency with computers and the ability to learn new industry-specific software and customer service systems quickly.
• Ability to follow established procedures, exercise sound judgment, and escalate issues when necessary.
• Reliable attendance, punctuality, and accountability for maintaining consistent customer service coverage.

Ideal Personality & Mindset:

• Reliable and punctual: Arrives on time, maintains consistent attendance, and is ready to support property owners at the start of every scheduled shift.
• Accountable: Takes ownership of customer inquiries and follows through on commitments rather than leaving issues unresolved.
• Empathetic and patient: Understands customer concerns and responds with compassion, professionalism, and respect.
• An active listener: Pays attention to what customers communicate, asks clarifying questions, and works to understand the underlying issue.
• A resourceful problem-solver: Investigates concerns, identifies practical solutions, and knows when to seek assistance or escalate an issue.
• Service-oriented: Takes pride in helping property owners and creating a positive, dependable customer experience.
• Professional and composed: Maintains a calm, courteous approach even during difficult conversations or high-volume periods.
• Organized and detail-oriented: Keeps accurate records, tracks follow-ups, and ensures important customer information is not overlooked.
• Tech-savvy and adaptable: Learns new systems quickly and embraces tools that improve customer service efficiency.
• Collaborative and dependable: Communicates effectively with the team and works together with colleagues to resolve owner concerns.

Tools & Technologies

• Business phone and call management systems
• Email and calendar platforms
• Customer relationship management (CRM) systems
• Customer service or ticketing software
• Digital documentation and record management tools
• Industry-specific software and internal business applications

Skills requirements:

• Excellent English verbal and written communication
• Strategic thinker
• Writing and documentation skills
• Must be able to prioritize work
• Courteous and friendly
• Organized and has great attention to detail and quality assurance
• Ability to build trust
• Ability to work independently and manage multiple priorities
• Phone communication skills
• Other skills as required

Software requirement:

• Licensed OS

Hardware requirements:

• 5 MBPS or higher Internet (hardwired / not WIFI). If you don’t have 5 MBPS then you must agree to if selected.
• Private and quiet dedicated home office area
• Modern computer and operating system
• Back-ups in case of power or Telco interruptions
• Good headset and webcam (Preferably noise-canceling headset)

Work Schedule & Environment

• Working days: Monday–Friday
• Working hours: 8:30 AM–5:00 PM Arizona time (Mountain Standard Time)
• Department: Customer Service Team
• Reporting to: Senior Customer Service Manager
• Work arrangement: Remote
• The role requires consistent availability during scheduled hours, frequent phone communication, timely email responses, and dependable follow-through on owner concerns.

Compensation

• $5/hour.
• All raises and bonuses are at the discretion of the client.