[Hiring] Customer Service Representative @VSF Rentals

Role Description

You’ll be the first voice our residents hear. Answering calls is your top priority. Between calls, you’ll reply to resident texts and messages, log every interaction, and make sure the next shift knows exactly where things stand. Many shifts are staffed by a single representative, so you’ll need to work independently, follow procedures closely, and stay sharp during quiet hours.

What You’ll Do

• Answer resident calls promptly with a clear, friendly, professional greeting.
• Listen carefully, review the resident’s account and lease, and resolve the request using our procedures and knowledge base. Escalate only when a decision or approval is needed.
• Create maintenance work orders, and recognize and immediately escalate emergencies such as fire, flooding, gas smells, no heat, or lockouts.
• Reply to resident texts and messages within one to two hours, once calls are handled.
• Document every call and message in our system.
• Start each shift by returning missed calls and voicemails, and end it with a short handover note for the next shift.
• Represent the company professionally, and keep personal details, including your location, out of resident conversations.

Qualifications

• At least one year of voice customer service experience (call center, BPO, or remote phone support).
• Fluent, clear spoken English that is easily understood by US callers, plus strong written English.
• A fast learner who picks up new systems and procedures quickly and applies them accurately.
• Calm, patient, and courteous with upset callers.
• Reliable and punctual, with a strong attendance record.
• Comfortable working on your own and staying alert during slow hours.
• Preferred: experience in property management, real estate, or US customer support, and familiarity with AppFolio, Slack, phone dialers, and Google Workspace.

Requirements

• A laptop or desktop computer.
• A headset with a noise-cancelling microphone.
• Stable high-speed internet, plus a backup connection (such as mobile data) for outages.
• A quiet, private workspace with no background noise.
• Preferred: a second monitor, so you can work across our phone system, resident records, and team chat at the same time.

Schedule and Pay

• We have shifts covering days, evenings, overnights, and weekends.
• Pay is monthly and ranges from $310 to $1,000 USD, depending on your shift and hours.
• Your exact shift, days, and monthly rate will be confirmed in your offer.
• All working hours are logged with a time tracker. Only time recorded on the tracker counts as time worked.

How We Measure Success

• Calls come first. Our goal is zero missed calls. We understand some situations can’t be avoided, and we review every missed call.
• You’re available and focused for your full shift.
• You communicate absences. Give at least 24 hours’ notice for planned absences, and let us know as soon as possible if you’re sick or have an emergency. Management reviews each absence individually.
• You complete a 30-day evaluation period. Every new contractor receives weekly feedback during their first 30 days. During this period, either party may end the agreement at any time if expectations aren’t met.

What We Offer

• Fully remote work, with training, a detailed knowledge base, and written procedures.
• Long-term work with a growing US company, with more hours available based on performance.
• An independent contractor engagement. Employee benefits and paid holidays are not included.

How to Apply

• Please submit all of the following:
• Your resume.
• A Loom video answering the question below (share the link with viewing access).
• A Vocaroo recording of the script below (paste the link).
• A screenshot of a recent internet speed test.
• Your availability: the days and hours you can work, including evenings, overnights, and weekends.
• Applications missing either the Loom video or the Vocaroo recording will not be considered. Shortlisted candidates will be invited to an interview.

Loom Video Question

Tell us about yourself. In one to two minutes, introduce yourself and walk us through your work background: where you’ve worked, how long you were there, what a typical day looked like, and the kinds of calls you handled. Then tell us what you’re looking for in your next role and why you’d be a great fit for this one.

Vocaroo Recording Script

Read the script below aloud in a single Vocaroo recording (about 90 seconds). Please:

• Record in one take, with no edits or background music.
• Use the headset and workspace you’d work from.
• Read at a natural, steady pace, as you would on a real call.

Replace [your name] with your own name.

• Part 1: Answering a call
  “Good afternoon, and thank you for calling VSF Rentals. My name is [your name]. How may I help you today?”
• Part 2: Leaving a voicemail for a resident
  “Hi, this message is for Rachel Thompson. This is [your name] from VSF Rentals, calling about the maintenance request you submitted on Thursday for the leaking faucet in your kitchen. A work order has been created, and our maintenance team will reach out to schedule a visit. If the leak gets worse, or if you see water coming through the ceiling or floor, please call us right away so we can treat it as urgent. You can reach us at 937-555-0142, or send us a message through your resident portal. Thank you, and have a wonderful evening.”
• Part 3: Confirming details
  “Before I go, I just want to confirm your details. I have your phone number as 937-555-0186, your unit as 3B at 1418 Riverside Drive, and your email as rthompson at example dot com. If anything has changed, please let us know.”