Remote Customer Support Specialist

Resolv.Global

21h • Remote

About The Position

Remote Customer Support Specialist supporting a US-based affordable housing services operation. The role serves residents, prospective tenants, and authorized third-party representatives through three functions: maintenance support, housing locator services, and open-line reporting. Depending on the inquiry, the specialist records maintenance requests, helps prospective tenants find affordable housing opportunities, or documents and routes formal reports. The position requires strong communication and information-gathering skills, accurate recordkeeping, professionalism, and emotional composure when handling sensitive situations.

This is an independent contractor role performed fully remotely in Mexico. The rate is $5.50 USD per hour, paid weekly in arrears, and training is paid. Applicants must provide their own equipment and a suitable home workspace meeting the listed technical requirements. Shifts fall between 6:00 AM and 10:00 PM MST, and applicants must be available for every schedule listed. The assigned fixed schedule and working days will be determined by business needs. Applicants must submit an English-language resume and successfully complete the applicable hiring stages, which include a background check that may be required.

Requirements

• Strong spoken and written English communication skills.
• Excellent listening, questioning, and information-gathering abilities.
• Proficiency with online portals, web-based systems, and data entry.
• Strong attention to detail and organizational skills.
• Ability to document detailed information accurately and follow established procedures.
• Professionalism, emotional regulation, and ability to remain objective in sensitive or emotionally charged situations.
• Ability to separate personal feelings from work responsibilities and handle sensitive information appropriately.
• Ability to work independently, manage different types of inquiries, and maintain accurate records.
• Reliable attendance, punctuality, and commitment to an assigned fixed schedule.
• Availability and willingness to work any of the listed shift schedules.
• Must provide a Windows 11 PC; Mac is not supported.
• Computer must have at least 16 GB RAM and an Intel i5 processor or higher.
• Must have dual monitors, a webcam, and a wired USB headset.
• Must have fiber internet with a wired Ethernet connection and a backup power solution.
• Must have Microsoft Teams and Office 365 applications.
• Must have a suitable home workspace and be located in Mexico.
• Resume must be submitted in English.
• Must successfully complete applicable hiring stages; a background check may be required as part of the final hiring process.

Nice To Haves

• Previous experience in customer service, call centers, affordable housing, property management, maintenance coordination, housing assistance, or formal complaint reporting.
• Experience using housing management systems.

Responsibilities

• Handle inbound maintenance calls from residents about their units, community grounds, or buildings.
• Ask relevant questions and accurately record caller information and detailed maintenance concerns in the YardiOne online portal.
• Ensure maintenance request information is complete and clear for follow-up by maintenance personnel.
• Handle calls from prospective tenants interested in affordable housing or property waitlists.
• Gather and document caller information and housing preferences; use YardiOne to identify matching properties and compile contact information and waitlist status.
• Send requested property lists by email or physical mail within 48 hours.
• Handle calls from residents and third-party representatives about non-maintenance concerns, compliments, and requests.
• Ask probing questions, accurately document formal reports in the designated web portal, and route them to appropriate property leadership according to established criteria.
• Handle sensitive topics, including abuse, security concerns, and evictions, professionally and objectively.
• Maintain emotional composure, avoid personal opinions, and do not offer apologies when documenting formal reports.
• Follow established procedures and maintain accurate records.
• Work consistently according to the assigned fixed schedule and maintain reliable attendance and punctuality.

Benefits

• Paid training
• Paid weekly in arrears

What This Job Offers

• Education Level: No Education Listed