[Hiring] Customer Support Executive @Advanced Asset Management

Role Description

AAM Living is seeking a bilingual Customer Support Executive to join our offshore Resident Services team. This role is responsible for managing incoming resident inquiries across multiple properties through phone calls, emails, and text messages. The ideal candidate will communicate fluently in both English and Spanish, resolve resident concerns efficiently, and coordinate with internal teams, including maintenance, leasing, and accounting, to ensure timely follow-up and resolution. The successful candidate will demonstrate excellent communication skills, strong attention to detail, and a customer-focused approach to delivering a positive resident experience.

Key Responsibilities

• Handle inbound calls from residents regarding maintenance requests, work orders, general inquiries, and complaints in both English and Spanish.
• Respond promptly and professionally to resident emails and text messages in both languages.
• Record resident interactions, service requests, complaints, and follow-up activities accurately in the property management system or CRM.
• Coordinate with maintenance, leasing, accounting, and other relevant departments to address resident concerns.
• Escalate unresolved or urgent issues to the appropriate team and monitor progress through resolution.
• Follow up with residents to confirm that their concerns have been addressed satisfactorily.
• Maintain accurate records and ensure clear communication across all resident support channels.
• Deliver professional, empathetic, and solution-oriented customer service while maintaining high resident satisfaction.
• Manage multiple inquiries simultaneously while meeting established response times and service standards.
• Follow company procedures for handling resident information, documenting complaints, and escalating sensitive matters.

Qualifications

• Bilingual proficiency is mandatory, with strong verbal and written communication skills in both languages.
• Previous experience in customer service, call center operations, or resident support.
• Property management or resident services experience is preferred.
• Excellent telephone etiquette, professional writing, active listening, and conflict-resolution skills.
• Familiarity with CRM or property management systems such as Yardi, Entrata, RealPage, or AppFolio is an advantage.
• Ability to manage calls, emails, and text messages simultaneously while maintaining accurate records.
• Strong organizational skills and the ability to coordinate with internal teams and follow up on resident concerns through resolution.
• Ability to work independently in a remote environment while collaborating effectively with U.S.-based teams.
• Availability to work night shifts aligned with U.S. Central Time (CT).

Benefits

• Paid time off.
• Opportunities for professional growth and career advancement.
• Collaborative work environment.