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About the Role

Serve as the primary point of contact for tenants, property management teams, and internal stakeholders, ensuring maintenance requests, billing inquiries, and service escalations are handled professionally and accurately. Play a leadership role by coaching team members, improving service processes, and delivering an exceptional tenant experience.

Responsibilities

• Serve as the primary point of contact for tenant inquiries related to maintenance, billing, and property services.
• Coordinate maintenance requests with vendors, contractors, and internal property teams to ensure timely resolution.
• Manage tenant billing inquiries, including invoices, charges, account balances, payment discrepancies, and billing adjustments.
• Investigate and resolve complex or high-risk tenant issues while maintaining a high level of customer satisfaction.
• Escalate critical service issues to leadership and appropriate business partners when necessary.
• Act as a liaison between tenants, property management teams, accounting, and leadership to facilitate effective communication.
• Maintain accurate documentation of tenant interactions, maintenance requests, billing activities, and case resolutions within company systems.
• Monitor service request trends and identify opportunities to improve operational efficiency and the tenant experience.
• Coach, mentor, and support Tenant Support Representatives by providing guidance, feedback, and best practices.
• Assist leadership with quality assurance initiatives, process improvements, and team training.
• Ensure compliance with company policies, service standards, and applicable regulations.

Requirements

• Minimum of 2 years of experience in property management, tenant services, customer support, or a related field.
• Experience handling maintenance coordination, tenant billing, and service escalations.
• Proven ability to manage multiple priorities while meeting deadlines in a fast-paced environment.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Demonstrated leadership, coaching, and mentoring experience is preferred.
• Ability to exercise sound judgment and maintain professionalism when resolving sensitive or high-priority issues.
• Experience supporting multifamily, commercial, or mixed-use real estate portfolios.
• Knowledge of lease administration, tenant relations, and property operations.
• Experience identifying operational trends and implementing process improvements.
• Previous experience leading or mentoring customer service or tenant support teams.
• Applicants must include a current internet speed test result with their application.
• The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Skills

• SAP (ERP): Property operations, billing management, reporting, and financial transactions.
• RealPage: Property management, lease administration, resident accounts, and operational workflows.
• ServiceNow (CRM): Case management, ticket tracking, workflow management, and service request resolution.
• Microsoft Office Suite, particularly Excel, Outlook, and Teams.
• Customer Service Excellence
• Tenant Relations
• Property Operations
• Billing & Account Resolution
• Conflict Resolution
• Critical Thinking
• Service Escalation Management
• Leadership & Coaching
• Cross-Functional Collaboration
• Process Improvement
• Time Management
• Attention to Detail
• Communication & Relationship Building
• Problem Solving
• Adaptability

Location

• Remote

Work Type

• Remote
• Full-time

Experience Level

• Senior
• 2 years of experience

Education Level

• Associate's or Bachelor's degree in Business Administration, Property Management, Real Estate, or a related field preferred.

Salary/Compensations

• USD 23.50 - USD 28.90 - hourly

Benefits

• Opportunities to learn and develop every day through a wide range of programs.
• Internal digital platforms that promote self-learning.
• Development programs according to Leadership skills.
• Specialized training according to the role.
• Learning experiences with internal and external providers.
• Recognition programs for seniority, behavior, leadership, moments of life, among others.
• Financial wellness programs that will help you reach your goals in all stages of life.
• A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
• WellnessLine for family.
• Thousands of Agreements and Discounts for family.
• Scholarship programs for children.
• Aid Plans for different moments of life for family.

About the Company

• RRS Group & Co. and its affiliated entities (collectively, "RRS") have provided real estate development and related services to investment-grade clients for decades.
• Our expertise spans site acquisition, architectural design, and development management for commercial office and industrial properties.
• Through an integrated service model, RRS delivers comprehensive solutions across every phase of the building lifecycle.
• Beyond technical excellence, we offer strategic consulting in marketing, financial planning, and facility management ensuring every project achieves its highest potential in performance, value, and sustainability.
• For over two decades, RRS has maintained a strong commitment to the communities we serve.
• This commitment is advanced through the RRS Making Lives Better Foundation, which provides meaningful support and resources to individuals and families in need.
• The Foundation reflects our belief that corporate success carries a responsibility to give back improving quality of life in the regions where we operate.

Equal Opportunity

• RRS Group is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
• RRS Group will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
• RRS Group will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.