Customer Service Representative

VSF Rentals; Philippines; Remote; PHP 221,000 - 712,000; Part time

Benefits offered by this job

Fully remote work

Training provided

Detailed knowledge base

Long-term engagement

Job summary

VSF Rentals is seeking a Customer Service Representative Independent Contractor for a fully remote role operating on US Eastern Time. You will be the first voice residents hear, handling calls, texts, and documenting interactions to keep handovers clear.

Shifts include day, evening, overnight and weekends with monthly pay from 310 to 1,000 USD. The engagement is contract-based with training and a knowledge base; benefits are not included.

Qualifications

• One year of voice customer service experience required.
• Fluent, clear spoken English easily understood by US callers; strong written English.
• Calm, patient, and courteous with upset callers; reliable with good attendance.

Responsibilities

• Answer resident calls promptly with a friendly greeting.
• Review accounts and resolve requests using procedures and knowledge base.
• Escalate only when decisions are needed; create maintenance work orders.
• Respond to texts and messages within 1–2 hours; document all interactions.
• Return missed calls at shift start and provide handovers for the next shift.

Skills

Voice customer service

English proficiency

Written English

Tools

AppFolio

Slack

Phone dialers

Google Workspace

Job description

Customer Service Representative Independent Contractor - Fully Remote - Day, Evening, Overnight and Weekend Shifts (US Eastern Time) - $310-$1,000 USD per month

About Us VSF Rentals manages apartment communities across Ohio. Our residents count on us to answer when they call, whether it's a rent question at noon or a leak at 2 AM. We're building a customer service team that covers every hour of the day, and we're looking for dependable people to join it.

About the Role

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 elevate 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.

Experience & 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

• Experience in property management, real estate, or US customer support, and familiarity with AppFolio, Slack, phone dialers, and Google Workspace.

Equipment and Workspace

• 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.