Customer Service Representative

Paielli Realty, Inc.; Phoenix (AZ); On-site; USD 38,000 - 52,000; Full time

Job summary

Paielli Realty, Inc. is seeking a Customer Service Representative to join our property management team in Phoenix. You will provide outstanding service to tenants, property owners, applicants, vendors, and clients, handling inquiries via phone, email, text, and other channels.

The role requires strong communication, organization, and multi-tasking skills, with a patient and professional approach. Prior experience in property management and CRM systems is highly valued.

Qualifications

• 1–2 years of customer service experience preferred.
• Property management or real estate experience is a plus.
• Excellent written and verbal English communication skills.
• Strong phone communication skills and a professional demeanor.
• Ability to stay organized and manage multiple tasks independently or in a team.

Responsibilities

• Serve as a primary contact for tenants, owners, applicants, and clients.
• Respond promptly and professionally to calls, emails, messages, and inquiries.
• Answer questions about properties, leases, rent, maintenance, applications, payments, and policies.
• Escalate complex or urgent issues to the appropriate department or manager.
• Maintain accurate records of customer communications and requests.
• Document customer interactions and follow up to ensure concerns are addressed.

Skills

Excellent communication

Active listening

Problem-solving

Organization

Time management

Attention to detail

Customer service

Conflict resolution

Professionalism

Follow-through

Teamwork

Accountability

Tools

Propertyware

Yardi

RealPage

LeadSimple

ShowMojo

Zillow

DocuSign

Google Workspace

CRM systems

VoIP/phone systems

Job description

Customer Service Representative

Join our team and help deliver exceptional service to residents, property owners, and clients.

About the Role

We are looking for a Customer Service Representative to join our property management team. This position is responsible for providing excellent customer service to tenants, property owners, applicants, vendors, and other clients.The ideal candidate is professional, responsive, patient, organized, and able to handle multiple customer requests while maintaining a positive attitude. The successful candidate will be comfortable communicating by phone, email, text, and other communication platforms.

Key Responsibilities

Customer Service

• Serve as a primary point of contact for tenants, owners, applicants, and clients.
• Respond promptly and professionally to phone calls, emails, messages, and inquiries.
• Answer questions regarding properties, leases, rent, maintenance, applications, payments, and company policies.
• Provide accurate information and resolve customer concerns whenever possible.
• Escalate complex or urgent issues to the appropriate department or manager.
• Follow up with customers to ensure their concerns have been properly addressed.
• Maintain a professional and helpful attitude during difficult or challenging conversations.

Tenant Support

• Assist tenants with questions regarding rent, payments, leases, maintenance requests, and account information.
• Receive and document maintenance requests and coordinate with the appropriate team.
• Follow up on open requests and provide updates to tenants.
• Assist tenants with move-in, move-out, renewal, and other property-related questions.
• Help resolve tenant concerns while following company policies and procedures.

Owner & Client Support

• Respond to property owner inquiries and requests.
• Provide updates regarding maintenance, tenants, vacancies, and other property-related matters.
• Direct owners to the appropriate department when additional assistance is required.
• Maintain accurate records of customer communications and requests.

Lead & Applicant Support

• Respond to rental property inquiries and prospective tenant questions.
• Provide information about available properties, rental requirements, and application procedures.
• Assist prospects through the application and leasing process.
• Schedule property showings when applicable.
• Follow up with leads and prospective tenants as required.
• Maintain accurate lead and applicant information in the company's systems.

Administrative Duties

• Document customer interactions, requests, complaints, and resolutions.
• Update tenant, owner, and property information in company systems.
• Maintain organized records and follow established SOPs.
• Monitor assigned tasks and ensure they are completed on time.
• Assist with reports, data entry, and other administrative responsibilities.
• Communicate important issues to the Property Manager or management team.

Qualifications

• 1-2 years of customer service experience preferred.
• Property management or real estate experience is a plus.
• Excellent written and verbal English communication skills.
• Strong phone communication skills.
• Professional and friendly demeanor.
• Strong problem-solving abilities.
• Excellent attention to detail.
• Highly organized and able to manage multiple tasks.
• Ability to remain calm and professional when dealing with upset customers.
• Ability to work independently and as part of a team.
• Comfortable using computers, email, spreadsheets, CRM systems, and online platforms.
• Must be reliable and able to work the required schedule.

Preferred Experience

Experience with platforms such as:

• Property management software
• Propertyware
• Yardi
• RealPage
• LeadSimple
• ShowMojo
• Zillow
• DocuSign
• Google Workspace
• CRM and ticketing systems
• VoIP/phone systems

Skills We Value

• Excellent communication
• Active listening
• Problem-solving
• Organization
• Time management
• Attention to detail
• Customer service
• Conflict resolution
• Professionalism
• Follow-through
• Teamwork
• Accountability

Performance Expectations

The successful candidate will be expected to:

• Respond to customer inquiries promptly.
• Maintain professional and courteous communication at all times.
• Accurately document customer interactions.
• Follow up on outstanding requests without being reminded.
• Resolve customer issues efficiently whenever possible.
• Escalate urgent or complex issues appropriately.
• Follow company SOPs and procedures.
• Maintain accurate customer and property information.
• Provide a consistently positive customer experience.