Customer Care Specialist

Job description

**About Extenteam** Extenteam is the AI-driven operations platform for short-term rental property management, headquartered in Miami and founded in 2021. Our platform, Shared Services, handles guest communication and daily operational workflows for 80,000+ properties by pairing an AI orchestration layer with a shared-services team of hospitality-trained specialists, so no guest inquiry goes unanswered, day or night, and no property manager has to staff for the 2am cancellation themselves. We're industry-only: every workflow, integration, and agent we hire is built around property management specifically, not bolted on from a generalist platform. As we push more of that platform toward AI-led automation and self-serve tools, the software our own Shared Services team works in every day has to keep pace, that's this role. **Our Leadership Philosophy** Our company embraces a management style inspired by the ideals of "founder mode," as championed by Airbnb’s Brian Chesky. This means a hands-on, visionary approach to leadership, with a relentless focus on innovation, product excellence, and customer-centric decision-making. We encourage proactive problem-solving, direct involvement in key initiatives, and a collaborative, high-performance culture. To learn more about the "founder mode" philosophy and how it shapes our operations, you can explore this [link](https://www.businessinsider.com/airbnb-ceo-brian-chesky-what-founder-mode-really-means-2024-10). Understanding this mindset will provide valuable context for how we operate and what we value in our team members. **What This Role Is About:** We are looking for a **Customer Care Specialist** for a Property management client of ours. **Your Main Responsibilities:** - Contacts delinquent account holders by telephone or in writing and requests payment to satisfy the account - Collects payments and/or establishes alternative payment plan or other process for payment of delinquent accounts - Reviews files for third party collections, including final calls / emails, supporting preparation of documents needed for sale - Follows up with customers on established payment plans. - Documents collection activities and may recommend charge-offs. - Support additional post move out processes as business need demands - Reach out to previous residents who have a past-due balance via telephone, e-mail and in writing to collect payment to satisfy the account - Work with delinquent account holders to create and fulfil payment plans or commit to settlements per internal processes and nuances - Collaborate with 3rd party bank to ensure efficient return of digital and physical refund to customers - Collaborate with site-teams when disputes occur to ensure appropriate charges were placed and invoices are uploaded - Work with internal accounting partners regarding stale dated checks and reissue questions - Support with reissuing of refunds by producing lost check affidavits and collaborating with customer to ensure timely completion and return of refund **What We’re Looking For:** - Requires High School Degree - 1-2 years residential and property experience preferred - Superior attention to detail. - Ability to navigate a computerized data entry system or other relevant applications - Dependability and proven ability to work independently. - The ability to work in a fast-paced environment. - History of building strong relationships with team members working in different locations. - Advanced written and oral communication skills. - Excellent computer skills and proven ability to handle a variety of tasks. - Superb customer service skills. - Proficiency in Microsoft Office Programs i.e. Outlook, Excel, and Word **Technical Requirements:** - Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port) - i5 11th Gen or higher - Windows 11 / MacOS Catalina or higher - Minimum of 8 GB RAM - Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background) - Back-ups in case of power or internet provider interruptions - Good headset and webcam (preferably noise-canceling headset) **Why You’ll Love Working with Us:** - **Competitive Salary** — We offer a competitive salary that reflects the candidate’s experience, skills, and responsibilities. - **Remote Work** — This role is 100% remote, allowing flexibility and eliminating daily commute. - **Paid Time Off** — Standard leave entitlements (vacation, sick leave, vacation leave) for rest and well-being. - **HMO Coverage** — Company-provided HMO plan, offering access to medical services via accredited hospitals and clinics under a Health Maintenance Organization. This helps ensure employees have access to routine checkups, consultations, and coverage for medical care.