Lead Customer Service Representative

This is a remote position.

Responsibilities

• Answer incoming phone calls from property owners and homeowners association members
• Perform administrative tasks including filing documents and maintaining records
• Guide property owners through the company’s web portal and software systems
• Take detailed notes on customer accounts based on owner calls and requests
• Assist customers with password resets and basic technical support
• Type first drafts of notices, e-blasts, and other customer communications
• Help with initial setup of software system through manual plugins and configuration
• Serve as team lead and first point of contact for other customer service representatives
• Handle escalated customer service issues and provide guidance to junior team members

Requirements

• At least 3 years of recent customer service experience

• Previous Senior/Sme/Supervisor/Manager Role

• Excellent typing skills and written communication abilities
• Basic business acumen for formatting professional notices and communications
• Strong ability to handle stressed or emotional customers with empathy and professionalism
• Experience working with property owners or in emotionally sensitive customer situations
• Proficiency with web-based software systems and portals

Scope

• Primary customer-facing role during business hours
• Team leadership responsibilities as company scales
• Direct involvement in initial company setup and system configuration
• Growth opportunity to manage expanding customer service team

Benefits

• HMO Coverage for eligible locations
• Permanent work from home
• Immediate hiring
• Steady freelance job