Full-time Customer Service VA for Property Management Company in LA
Dear Virtual Latinos,
We’re looking to hire 1 VA through this job that the Virtual Latinos Agency is publishing on behalf of a new client.
Client & Short Job Description:
The client owns a Property management company with 17+ years of experience focused on offering the management of HOA (homeowners association) services. Including services such as general HOA management, financials for the HOA, and any maintenance requests from homeowners. This includes providing any reports to the board of directors of the HOA, all communication between homeowners and their needs, etc. They offer their services in Los Angeles and Ventura counties.
They are looking for a VA to provide customer service and general admin support for the HOA homeowners management company. They’ll be the main point of contact for anyone who calls the company’s main office phone number, they’ll talk to homeowners, contractors, etc. They’ll be the main receptionist, general admin, and customer service rep for all people who need help with their homes, community, shared things in the neighborhood such as pools, parks, walkways, etc.
Job Highlights: Why should you apply?
– Opportunity to learn about property management with a company with extensive experience
– Opportunity to be the main point of contact for the company’s clients
– Opportunity to learn about HOA rules to support the client’s customers
DEADLINE TO APPLY: You must apply by Sunday, July 18th, at 11:30 PM PT. Our team will set up interviews for the selected candidates for Tuesday, July 20th, 2021.
Tasks required for the job
1. Customer Support & Property Management Admin Support
– Company uses FusionConnect for VoIP Calls
– The VA will keep notes about all of its clients
– They use a custom HOA management software and using Microsoft RFP for using templates/letters to be able to customize any docs the VA will need to create
– The company uses Office365 for their email and creation of docs
– The VA should know how to use Adobe Acrobat. No experience required, but ideal.
– Looking for people who have experience with Word & Excel
– Reply to emails & phone calls
– Pick up the phone, talk to anyone who needs help
– Report and add any support related issues into CRM or email property manager
– The VA will use a VOIP phone provided by the client, which can be accessed through the computer
– Talk to people who are mainly existing clients/tenants, as well as potential new ones
– Respond to homeowners and vendors by phone and email
– Answer calls from new people looking to rent a house/apt, requesting documents, updates about their application, etc.
– Follow-up calls with agents who showed the properties/apartment, see if they’re interested
– Update marketing report in Google Docs (or another system) with info about property and agent’s visits
– Leads management (filter and sort leads of potential new tenants)
2. Manage Property Software CRM & Data Entry
– Updating the system with new info that homeowners provide when they need to update/change in the system. Such as updating a homeowner’s phone #, email address, etc
– Mostly about maintaining people’s info up to date, etc.
– Producing reports from the HOA software, on an as-needed basis.
– Enter new properties for rent or sold/purchased
– Find key basic information about each new tenant/owner (Name, email, phone #, etc).
– Update 3rd party sites for the property listings. May include Facebook, Craigslist
– Handle security deposits (receive and repay)
-Move-in/Move-out inspections management, and then request/pay deposits as needed
– Email property owners a list of the move-in/move-out report, details, and costs
– Process and handling of rental applicants
– Repetitive data entry (entering online payments or uploading invoices received from vendors)
– Run the client’s credit, and then send updates to the clients in regard to their application
– Once their application is completed, the approval would be sent to the property manager
3. Homeowners Management & Follow-up
– Follow up with homeowners as needed
– The company uses an online portal for all homeowners, so the VA will provide support if people need any help with the online system
– NO invoicing or billing issues/tasks for homeowners required
– Follow-up with homeowners, make sure they have their latest home insurance paperwork filled
– Follow-up after each new maintenance request is completed and make sure it was done correctly
– Help homeowners to register and use the online portal, to avoid having too many calls
– Onboarding meetings with homeowners on how to request new maintenance through the portal, pay online, etc.
– List renewals follow-up with homeowners
– Manage incoming maintenance requests (non-emergency), that come from an online system
4. Customize Letters Using Templates
– General correspondence with homeowners who break any of the HOA rules
– Sending notices to homeowners who break rules, and escalate any issues/problems if things don’t get fixed/resolved.
– Use templates to create/send letters by email or regular mail
– Customize and send rent renewal letters, late payment letters, insurance request letters, etc
– Send ends violation letters, to ask people to fix things that are not up-to-quality on their property
5. Maintenance Coordinator (Related to Homeowners Follow-up)
– Properly creating notes and keeping photos for any issues that the homeowners report
– Following up with homeowners to makes sure they’re happy with all the work
– If there are any MAJOR issues, the VA must contact the company owners in order to let them know what to do/decide how to move forward
– AS needed, the VA will need to gather documents to submit to the HOA for approval.
-Work with the tenant who lives on a property to schedule maintenance to the property
– Find the problem and add images/info/details into the system
– Assign each maintenance request to a specific vendor/contractor
– Determine what is an emergency and what’s not, and give priority to the emergency
– Call and follow-up with homeowners once the maintenance is completed
– Property manager research request (looking up vendors, legal reports, running background reports on new applicants)
– Inform the property owners first, before approving any maintenance
– Take very detailed notes of each maintenance request and add to the system
6. Repair Coordinator – Creating Work Orders for Repairs / Invoices
– Being the main point of contact with contractors while on the field
– Make sure things are done in a timely and professional manner
– Follow-up with them as needed
– For billing, the contractors send invoices directly to a different billing email.
– Create Work Orders for Repairs / Invoices – most contractors are already in the database
– Call and confirm with the contractor that they got the work order
– Attach invoices into the system
7. Follow-up Process & Tracking Work Timeline
– Follow up to make sure that the contractor DOES show up to the appointment
– Help the client with managing new vendors whom the client is looking for
– Receive and add photos into the system (Contractor’s take photos of their work)
All of our Virtual Latinos VAs must first have these 10 basic qualifications (click to read). Please review this first.
This client is also looking for these requirements:
A) Communication & Language
Excellent written English and Spanish skills. Must be able to draft and send emails and messages to clients.; Excellent verbal English and Spanish skills. Must be able to communicate clearly and effectively; The VA should have total fluency and not have to think of what to say, words should come out very naturally but no need to have a native accent in addition to advanced writing skills and vocabulary.; Comfortable with making calls and know how to properly communicate with clients.; Great phone personality, be able to be stern and to handle objections, and answer any questions.; Great customer service skills. Must be super friendly and personable on the phone.
B) Creativity & Proactiveness
Self-starter, proactive and innovative.; Should be “coachable”, willing to learn new skills, and can follow directions.; Not afraid to ask questions, know when to ask for help when needed.; Quick learner, willing to learn new things, and able to pick up issues/problems fast.; Have the initiative to help the customer with lots of things.
C) People & Relationship
Supportive, and always be willing to help.; Great customer skills. Really good with people and friendly.; Must be able to separate “Business from emotions” as clients can get very passionate, and it’s important for the VA to remember that in the end, it’s just work.; Someone that is open to feedback without being offended, willing to make mistakes, and be ok when the company tells them how to improve.; Must be able to have the great judgment of situations, to decide how/when to act accordingly.
D) Work Load & Stress Management
Able to manage stressful situations without affecting them on a personal level.; Able to get things done, and have a positive attitude to do things.; Must be extremely organized and detail-oriented.; Great note-taking and notation skills (in writing by hand and/or on the computer).; Should be very hard-working, comfortable with having a lot to do all the time.
E) Technology & Software
Computer savvy, able to teach systems and software to others.; Should have experience with Microsoft Excel and the overall Microsoft Office.; Should have experience using a CRM like Salesforce or other.
F) Industry Specific – Real Estate
Have self-motivation rather than experience.
– Schedule: Monday – Friday, 9 am to 4 pm PT with 1-hour break.
– Hours: 31 hours/week, but looking to grow to 40hrs/week.
– Pay: $5/hr Full-time.
Interested in applying for the job? READ THIS CAREFULLY:
Make sure you have signed the acknowledgment form (click on the link), before submitting your proposal. You should have signed it before being an official VL member, if you haven’t, go ahead and do it now. We won’t schedule interviews with VAs that haven’t signed the form.
Important Communication Info:
If you are interested in applying to this position, make sure you are active on Telegram. It is the only means of communication between the Recruitment team in Virtual Latinos and the assistants to be called for an interview. Make sure you receive the good news! If you haven’t already, fill out this form to make sure we have a record of your Telegram username.
If you are not active on Telegram, your proposal will be dismissed.
How to send a good proposal?
Please apply through this Virtual Latinos platform, and include:
1) 1-2 short paragraphs introducing yourself, where you’re from, what you studied, and general work experience, and explaining why you believe you meet the requirements of attitude and skills?
2) Provide us with specific details of your past experience and skills related to each of the task categories mentioned above. The format of this section should look like this:
Main Job Tasks Experience:
1. First task category name from above goes here
– I have worked with contacting leads/people for X amt of years, at X company. Here’s an example of how I worked, my process, and the results of it:
– Additionally, I’ve also done Y type of works, with Y company.
– Additional details
– Additional examples
2. Second task category name from above goes here
– I do/don’t have any experience with follow-up up with leads, for X amount of years while working with X company
– The types of tasks I’ve done while using X system for managing leads and potential clients include: Give examples
– Additional details
– Additional examples
3. Third task category…..
IMPORTANT INFORMATION – When writing your proposal:
–Please don’t write about two or more tasks together in the same paragraph/section, do not merge tasks. Provide details of each task independently even when you think they are related somehow. If you don’t have experience in any of them, please talk about any related/similar experience, you may also add that you are eager/willing to learn, etc.
–Please keep in mind that your proposal must be based on the TASKS, instead of the Requirements. You may fully cover the Requirements list as an additional section after what you write in the Introduction, but your proposal should always explain your experience in the tasks. Watch the video for reference.
–Please be advised that if you recurrently send proposals in the incorrect format after being given feedback from any of the VL team members, we WILL SUSPEND your account and hide your profile.
IMPORTANT NOTE: 40-50% of applicants do NOT read the instructions and send very poor proposals. If your proposal is one of those it WILL BE IGNORED.