Location: Ultrapark 2, Lagunilla, Heredia, Costa Rica
Pay Rate: $1,250 / Monthly
Employment Type: Full-Time
Work Schedule: Monday through Friday, with available schedules of 7:00 AM to 4:00 PM. One work-from-home day per week is available, and the employee may choose the day. Weekend availability is not required but is considered a plus.
Responsibilities:
Serves as the primary point of contact for escalated resident concerns, ensuring timely, professional, and consistent communication throughout the resolution process.
Receives new cases daily through a queue system and manages assigned cases throughout the resolution process.
Investigates complex resident situations by reviewing account history, maintenance records, lease documentation, and supporting information to determine appropriate resolutions.
Manages complex cases involving maintenance concerns, habitability issues, relocations, concessions, early termination requests, BBB complaints, and other escalated resident matters.
Handles highly sensitive resident situations, including domestic violence cases, residents with medical conditions, and other complex or emotionally challenging concerns.
Conducts thorough research and investigations to ensure accurate and appropriate case resolution.
Proactively communicates with residents to gather required information, explain available resolution options, and provide timely updates throughout the case lifecycle.
Conducts outbound calls and follow-ups with residents and internal stakeholders as required.
Collaborates with cross-functional teams including Property Management, Maintenance, Leasing, Legal, Utilities, Security Deposits, and other internal departments to resolve resident concerns.
Maintains detailed and accurate documentation of resident interactions, research performed, decisions made, and actions taken within company systems.
Monitors assigned cases to ensure service level agreements (SLAs) and departmental KPIs are consistently achieved.
Manages an active caseload of approximately 30–40 cases while receiving approximately 10–15 new cases per day.
Prioritizes multiple active cases and adapts to changing business needs and operational priorities.
Follows up on cases that require additional research, coordination, or action from internal teams.
Maintains professionalism, empathy, and emotional intelligence when communicating with distressed, frustrated, or emotional residents.
Identifies process improvement opportunities and communicates recommendations to leadership.
Maintains compliance with departmental SOPs, Work Instructions, and company policies.
Participates in department meetings, training sessions, quality assurance reviews, and continuous improvement initiatives.
Performs other related duties and responsibilities as required.
Requirements:
Bachelor's degree required.
Minimum of two (2) years of professional experience in customer service, escalation management, case management, call center operations, property management support, or a related field.
Strong written and verbal communication skills.
Excellent customer service skills with the ability to maintain professionalism during difficult conversations.
High level of empathy and emotional intelligence when handling sensitive or emotionally challenging situations.
Strong analytical, organizational, and problem-solving skills.
Exceptional attention to detail, particularly when conducting investigations and documenting cases.
Ability to manage multiple priorities and maintain productivity while handling a high volume of cases.
Ability to work independently while collaborating effectively with multiple internal teams.
Ability to handle sensitive situations professionally and appropriately, including cases involving potential legal or personal concerns.
Proficiency with Microsoft Office, including Excel, Outlook, and Word.
Intermediate Excel proficiency with a minimum assessment score of 65.
Experience using CRM platforms such as Salesforce or similar systems is preferred but not required.
Strong ability to learn and navigate internal systems and processes.
English proficiency at a minimum B2+ level, as demonstrated through the BELT English assessment.
Successful completion of the Criteria Assessment.
Preferred Qualifications:
Experience working with Salesforce or similar CRM platforms.
Previous experience handling escalated customer complaints or complex case management.
Knowledge of residential property management or leasing operations.
Experience reviewing concessions, relocations, or early termination requests.
Familiarity with BBB complaint resolution processes.
Experience working with multiple internal departments to resolve operational issues.
Knowledge of company policies related to resident relations, maintenance, and lease administration.
Previous experience handling highly sensitive or emotionally challenging customer situations.
Weekend availability is considered a plus.