65886137162 - Property Management Ops and Communication Specialist

Property Management Operations & Communications Specialist

Department: Operations & Property Management

Reports To: Director of Communications

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

Schedule: US Business Hours Alignment

Position Overview

We are seeking an organized, proactive, and friendly Property Management Operations & Communications Specialist to manage both our front-line communications and back-office property operations.

In this dual-focus role, you will serve as the primary administrative engine for our Director of Communications and the main voice of our company—answering phone calls, responding to prospect and resident inquiries, and handling lead intake. Simultaneously, you will oversee back-office operational workflows, including application screening, vendor billing, lease management, AppFolio reporting, and month-end owner distributions.

We provide step-by-step Loom video SOPs for every process, making this role open to motivated, tech-savvy candidates eager to learn, provided you bring common sense, strong English and Spanish communication skills, prioritization habits, and a friendly, 5-star customer service attitude.

Key Responsibilities

• Front Desk & Lead Communications (Reactive & Real-Time)
• Phone & Communication Coverage: Answer incoming phone calls, missed calls, and voicemails via RingCentral, serving as the welcoming front desk and primary point of contact for owners, prospects, and tenants.
• Email Triage: Monitor, respond to, and clear main company, personal, and billing email inboxes daily.
• Lead Pipeline Management: Process tenant lead intake in LeadSimple, send automated and follow-up emails, update pipeline stages, reassign properties, and clear stale leads.
• Tenant & Owner Support: Field resident inquiries, check on maintenance requests, coordinate pet or property modification requests, and deliver warm, 5-star customer service.
• Operational Workflows & Administration (Proactive & Process-Driven)
• Property Onboarding & Offboarding: Set up new properties, owner profiles, and online payables in AppFolio and Google Drive. Draft management agreements, set up payment gateways, and execute offboarding steps when properties transition or sell.
• Tenant Lifecycle Operations: Manage end-to-end steps for move-ins, move-outs, lease renewals, lease addendums, and resident benefit packages.
• Property Marketing: Draft property descriptions, watermark photos, post listings via AppFolio, and review unleased inventory weekly.
• SOP Execution via Video: Follow pre-recorded Loom video tutorials to execute tasks and set yourself up for administrative success.
• Applicant Screening & Application Processing
• Review rental applications submitted through AppFolio for completeness.
• Contact previous landlords and employers to verify rental history and employment details.
• Run background checks, public record checks, and coordinate approvals.
• Draft lease agreements, issue approval letters, and finalize initial tenant setups in AppFolio.
• Billing, Collections & Financial Cycles
• Accounts Payable: Input, match, and pay operating bills, utility setups, vendor invoices, and store bills.
• Rent Collections & Delinquencies: Track rent grace periods, apply late fees, issue cash payslips, and make collection calls.
• Security Deposits & Eviction Support: Review move-out damage lists, calculate itemized ledger adjustments, send disposition forms, compile ledger histories for court filings, and route unpaid accounts to collections.
• Month-End Financial Cycle: Process management fees, approve bills, pay vendors, and issue owner payouts and owner packets.
• Documentation & System Maintenance
• Build and update internal workflows and task steps inside LeadSimple and Notion.
• Organize digital company records in Google Drive and maintain the company handbook.
• Pull required reports in AppFolio and track ongoing projects (e.g., insurance audits, landscaping, remodels).
• Assist with quarterly owner meeting preparation (meeting links, portfolio metrics) and newsletter content creation.

Required Qualifications

• Bilingual Capability: Fluent written and spoken English and Spanish skills (required for client, tenant, and vendor interactions).
• Communication & Customer Service: Excellent verbal and written communication skills with a warm, empathetic phone presence—there is no spot for a crabby person with clients or tenants.
• Organization & Common Sense: Ability to prioritize competing tasks, understand what needs to be done, know when to escalate, and work independently.
• Software Familiarity / Willingness to Learn: Basic knowledge or familiarity with property management platforms (AppFolio or similar like Buildium/Yardi) and CRMs (LeadSimple or similar like HubSpot/Monday).
• Communication Tools: Experience or comfort using VoIP tools (RingCentral or similar like Dialpad/OpenPhone) and asynchronous workspace tools like Notion and Google Workspace.
• Self-Directed Learner: Highly adaptable and open to learning new software and processes via step-by-step video tutorials (Loom SOPs).

Preferred Qualifications

• Prior experience in residential property management, real estate administration, or leasing intake for a US-based company.
• Direct hands-on experience using AppFolio, LeadSimple, or Property Meld.
• Experience managing maintenance work orders and vendor dispatching.