Customer Support Executive (Bilingual)

Advanced Asset Management; Distrito Federal; Remote; BRL 228,000 - 283,000; Full time

Benefits offered by this job

Paid time off

Career growth opportunities

Collaborative work environment

Job summary

Advanced Asset Management, LLC is seeking a bilingual Customer Support Executive to join our offshore Resident Services team. The role handles resident inquiries across properties via phone, email, and text, using English and Spanish to resolve issues and coordinate with internal teams.

The ideal candidate demonstrates clear communication, attention to detail, and a customer-focused approach in a remote setup aligned with U.S. Central Time. Night shifts may be required to match CT hours.

Qualifications

• Bilingual proficiency in English and Spanish required.
• Prior experience in customer service or call center operations.
• Experience with property management or resident services is a plus.
• Strong phone etiquette, written communication, listening and conflict-resolution skills.
• Familiarity with CRM or property management systems (Yardi, Entrata, Real Page, AppFolio) is advantageous.

Responsibilities

• Handle inbound calls from residents for maintenance, inquiries, and complaints in English and Spanish.
• Respond promptly to emails and texts in both languages.
• Record interactions, requests, complaints, and follow-ups in the CRM or property management system.
• Coordinate with maintenance, leasing, accounting and other teams to address concerns.
• Escalate urgent issues and monitor progress through resolution.
• Follow up to confirm concerns were resolved to residents’ satisfaction.
• Maintain accurate records and clear cross-channel communication.
• Deliver professional, empathetic, and solution-oriented service.
• Manage multiple inquiries while meeting response times and standards.

Skills

Bilingual English/Spanish

Customer service

Call center

CRM systems

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.