Customer Service Representative
Job Description
Customer Service Representative
Independent Contractor · Fully Remote · Day, Evening, Overnight and Weekend Shifts (US Eastern Time) · $310–$1,000 USD per month
About Us
VSF Rentals manages apartment communities across Ohio. Our residents count on us to answer when they call, whether it’s a rent question at noon or a leak at 2 AM. We’re building a customer service team that covers every hour of the day, and we’re looking for dependable people to join it.
About the Role
You’ll be the first voice our residents hear. Answering calls is your top priority. Between calls, you’ll reply to resident texts and messages, log every interaction, and make sure the next shift knows exactly where things stand. Many shifts are staffed by a single representative, so you’ll need to work independently, follow procedures closely, and stay sharp during quiet hours.
What You’ll Do
- Answer resident calls promptly with a clear, friendly, professional greeting.
- Listen carefully, review the resident’s account and lease, and resolve the request using our procedures and knowledge base. Escalate only when a decision or approval is needed.
- Create maintenance work orders, and recognize and immediately escalate emergencies such as fire, flooding, gas smells, no heat, or lockouts.
- Reply to resident texts and messages within one to two hours, once calls are handled.
- Document every call and message in our system.
- Start each shift by returning missed calls and voicemails, and end it with a short handover note for the next shift.
- Represent the company professionally, and keep personal details, including your location, out of resident conversations.
- At least one year of voice customer service experience (call center, BPO, or remote phone support).
- Fluent, clear spoken English that is easily understood by US callers, plus strong written English.
- A fast learner who picks up new systems and procedures quickly and applies them accurately.
- Calm, patient, and courteous with upset callers.
- Reliable and punctual, with a strong attendance record.
- Comfortable working on your own and staying alert during slow hours.
- Preferred: experience in property management, real estate, or US customer support, and familiarity with AppFolio, Slack, phone dialers, and Google Workspace.
Equipment and Workspace
- A laptop or desktop computer.
- A headset with a noise-cancelling microphone.
- Stable high-speed internet, plus a backup connection (such as mobile data) for outages.
- A quiet, private workspace with no background noise.
- Preferred: a second monitor, so you can work across our phone system, resident records, and team chat at the same time.
