Property Management Ops Coordinator

Property Management & Tenant Operations Specialist

Type:Full-Time Remote Contractor (40 hours/week)

Schedule:US Central Time Zone Alignment | Monday - Friday

Target Location:Remote (South Africa or Philippines)

Target Compensation: (depending on experience)About the Company

Our client is a fast-growing real estate development and property management firm based in the US Midwest. Operating at scale, they specialize in managing multi-family residential communities, expanding from 51 units to over 100 units in their portfolio.

The company prides itself on responsive tenant support, operational transparency, and maintaining high living standards across its properties. As their unit count expands, they are bringing on a dedicated, highly disciplined remote specialist to manage daily communications, tenant maintenance, lease administration, and rent collection tracking.

Position Overview

We are seeking a sharp, highly disciplined Property Management & Tenant Operations Specialist to serve as the remote nerve center of property management operations during US Central Time business hours.

In this role, you will handle live inbound and outbound tenant phone calls, text communications, maintenance dispatching, rent payment tracking, and general administrative coordination. You will work directly with onsite property managers, vendors, and tenants.

This role requires a strong customer service or BPO background with exceptional emotional intelligence, patience, and de-escalation skills when communicating with tenants under stress, while remaining firm and professional regarding rent collections and lease terms.

Key Responsibilities

1. Tenant Communications & De-escalation
* Inbound Phone & Text Management:Answer live calls and text messages via the integrated phone system (QO/VoIP) during full US Central office hours, addressing tenant inquiries, complaints, and urgent requests promptly.
Inbound Phone & Text Management:Answer live calls and text messages via the integrated phone system (QO/VoIP) during full US Central office hours, addressing tenant inquiries, complaints, and urgent requests promptly.
* Conflict De-escalation:Professionally handle difficult or emotional conversations with tenants regarding property issues, maintenance delays, or account balances with empathy, poise, and clear boundaries.
Conflict De-escalation:Professionally handle difficult or emotional conversations with tenants regarding property issues, maintenance delays, or account balances with empathy, poise, and clear boundaries.
* Late Rent Follow-Up:Conduct persistent, polite outbound follow-ups with tenants regarding overdue rent balances, payment arrangements, and ledger updates.
Late Rent Follow-Up:Conduct persistent, polite outbound follow-ups with tenants regarding overdue rent balances, payment arrangements, and ledger updates.

2. Maintenance Dispatch & Operations
* Maintenance Intake & Logging:Receive maintenance requests, log detailed work orders into AppFolio (or central PM software), and dispatch tasks to onsite maintenance technicians or external contractors.
Maintenance Intake & Logging:Receive maintenance requests, log detailed work orders into AppFolio (or central PM software), and dispatch tasks to onsite maintenance technicians or external contractors.
* Showing & Leasing Coordination:Schedule prospective tenant showings for onsite managers, send out digital lease agreements, track execution, and manage unit postings across listing channels.
Showing & Leasing Coordination:Schedule prospective tenant showings for onsite managers, send out digital lease agreements, track execution, and manage unit postings across listing channels.
* Vendor Outreach & Project Scoping:Perform ad-hoc operational tasks, such as calling local vendors to gather competitive quotes (e.g., dumpster rentals, pest control, turnover services) and summarizing options for leadership.
Vendor Outreach & Project Scoping:Perform ad-hoc operational tasks, such as calling local vendors to gather competitive quotes (e.g., dumpster rentals, pest control, turnover services) and summarizing options for leadership.

3. Basic Bookkeeping & Administrative Execution
* Payment Digitization:Coordinate with onsite managers to log and digitize physical money orders, cashier checks, and rent receipts into central software and Google Sheets.
Payment Digitization:Coordinate with onsite managers to log and digitize physical money orders, cashier checks, and rent receipts into central software and Google Sheets.
* Software Hygiene:Maintain accurate, real-time tenant records, lease dates, and communication logs inside AppFolio and Google Workspace.
Software Hygiene:Maintain accurate, real-time tenant records, lease dates, and communication logs inside AppFolio and Google Workspace.

Qualifications & Requirements

Required
* Flawless English Communication:Excellent spoken and written English skills with a clear, articulate, and calm phone presence.
Flawless Engli