Customer Support Executive (Bilingual)

Aamliving; Brasília; Hybrid; BRL 230,000 - 296,000; Full time

Benefits offered by this job

Paid time off

Opportunities for professional growth

Collaborative work environment

Job summary

Advanced Asset Management (AAM Living) is seeking a bilingual Customer Support Executive to join our offshore Resident Services team. The role handles resident inquiries across phone, email, and text, in English and Spanish, ensuring timely follow-up and resolution. You will coordinate with maintenance, leasing, and accounting, maintain accurate records in the CRM, and deliver empathetic, solution-oriented service while meeting response times.

Remote work with U.S. Central Time alignment.

Qualifications

• Bilingual English and Spanish required; strong written and verbal skills.
• Experience in customer service, call centers, or resident support.
• Knowledge of property management or resident services is a plus.
• Excellent telephone etiquette and conflict-resolution skills.
• Familiarity with CRM or PM systems is beneficial.

Responsibilities

• Handle inbound calls from residents about maintenance, inquiries, and complaints in English and Spanish.
• Respond to emails and texts promptly in both languages.
• Record interactions and service requests accurately in the CRM or PM system.
• Coordinate with maintenance, leasing, and accounting to resolve concerns.
• Escalate urgent issues and monitor progress to resolution.
• Follow up to confirm concerns are addressed satisfactorily.

Skills

Bilingual EN/ES

Customer service

CRM systems

Remote work

Phone etiquette

Tools

Yardi

Entrata

RealPage

AppFolio

Job description

Employment Type: Full-time
Location: Remote
Working Hours: U.S. Central Time (CT)

About Us

Advanced Asset Management (AAM Living) delivers smart, data-driven property and asset management solutions across Texas. We specialize in maximizing occupancy, optimizing operations, improving turnover speed, and creating high-quality resident experiences. Our portfolio spans multifamily, affordable housing, build-to-rent, and community-centric living environments where operational excellence drives financial performance.

We are a modern, technology-enabled, people-centric organization committed to efficiency, transparency, and continuous improvement.

Role Overview

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.

Required Qualifications

• Bilingual proficiency is mandatory, with strong verbal and written communication skills in both languages, is mandatory.
• 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.