Customer Service Coordinator

Summary

Join Doorstead's Maintenance Operations Team as a Customer Service Coordinator and deliver exceptional service to tenants and owners. You will manage work orders, maintenance requests, and repairs, ensuring timely and satisfactory resolutions. This role requires strong communication, problem-solving skills, and a customer-first mentality. You will communicate with tenants and owners, coordinate with vendors, and work with other teams to resolve issues. The position offers flexibility and remote work options, along with wellness leave and new parent leave benefits. Doorstead is a fast-growing property management company using technology to improve the rental experience.

Requirements

• Prior experience as a virtual assistant/remote worker
• Experience providing excellent customer service solutions across challenging and sometimes ambiguous situations
• Strong written and verbal communication skills
• Must be decisive / proactive in helping the team make decisions
• Empathetic, multitasking, dynamic, adaptable
• Reliable internet connection
• Flexible schedule
• English fluency
• Must be based in Argentina
• Please submit your resume in English; resumes submitted in other languages will not be reviewed

Responsibilities

• Handling day-to-day communication with tenants and owners while aiming to provide best-in-class customer satisfaction and quality assurance standards by meeting CSAT targets
• Managing a backlog of escalated maintenance issues while answering tenant and owner questions, needs, and complaints in adherence to SLAs
• Responding to, triaging, providing tenant self-help, and handling maintenance requests and escalations via email, text, or phone call
• Scheduling and coordinating service appointments between tenants and vendors to complete repairs
• Providing quality assurance and continuous follow-ups to ensure repairs were completed satisfactorily by vendors
• Working with the Owner and Tenant Success Teams as needed to resolve escalations
• Embodying Doorstead’s values and team culture (Athlete, Lifelong Learner, Troupe, Pioneer)

Benefits

• Flexibility : We believe in a flexible work-life balance and offer the option to work remotely from anywhere with an internet connection
• Wellness Leave : International Coordinators will earn eight (8) hours of bonus pay per calendar month to support their ability to take time off for well-being purposes, family-related reasons, sick leave, etc. This wellness bonus will be distributed as four (4) hours of pay included in each of their bi-monthly paychecks, totaling eight (8) hours of bonus pay each calendar month
• New Parent Leave : As part of Doorstead's commitment to supporting family formation, we offer ten (10) days of New Parent Bonus for new parent leave. This leave is available to contractors who become parents through adoption or childbirth, providing them with the necessary time off