Resident Support 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 **Resident Support Specialist** for a Property management client of ours. The Resident Support Specialist is a key member of the centralized Resident Support team focused on resident retention. This customer service-oriented role requires managing a portfolio of superb apartment communities and providing world-class support to residents. You will oversee inquiries regarding lease renewals, move-outs, renter's insurance, and general resident concerns. This role is for a problem-solver who can work both independently and collaboratively, empowering you to ensure resident satisfaction and achieve renewal goals. **Your Main Responsibilities:** **Renewal Management:** - Proactively contact residents within your assigned portfolio to discuss lease renewals. - Effectively communicate renewal options, lease terms, and rent increases. - Address resident concerns and objections regarding renewals. - Negotiate lease terms within established guidelines to maximize retention rates. - Ensure timely processing of lease renewals. **Customer Service:** - Respond to resident inquiries via phone, email, and other communication channels. - Provide timely and accurate information regarding lease agreements, community guidelines, and other resident concerns. - Assist residents with move-out procedures and ensure a smooth transition. - Ensure residents remain in compliance with our renter's insurance requirements. - Escalate complex issues to the appropriate on-site team members. **What We’re Looking For:** - A high school diploma or equivalent is required. - A candidate must have a background in customer service with a strong emphasis on verbal and written communication. - Customer Focus: Dedicated to exceeding the expectations of our internal and external customers. - Systems: Proficient in Microsoft Office Suite (Outlook, Excel, Power BI). Experience with Property Management software is a plus. - Communication: Effectively conveys information and explains processes clearly in writing and verbally. - Collaboration: Teamwork is at the heart of our operations. You'll work cooperatively and effectively with others, fostering a supportive and collaborative work environment to achieve individual and team goals. - Initiative: Takes proactive steps to address issues and improve processes. - Adaptability: Adjusts quickly to changing priorities and technologies. **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.