Customer Care Representative – HOA & Property Management (Remote)

*KINDLY READ THE JOB DESCRIPTION & THE APPLICATION INSTRUCTIONS CAREFULLY.*

The Nabo Group is looking for a friendly, detail-oriented, dependable, and tech-savvy Customer Care Representative to join our growing team!

This is a high-volume inbound phone and email support position assisting homeowners, residents, board members, realtors, and vendors across our U.S. property management communities.

We're looking for someone who is kind and patient on the phone, knowledgeable about billing, excellent at troubleshooting, and eager to learn. Our ideal candidate enjoys solving problems, takes ownership of customer inquiries, and can confidently navigate multiple systems while providing exceptional customer service.

Duties & Responsibilities:
- Phone & Email Support: Handle high volumes of inbound calls with great phone presence, emails, and customer support tickets with professionalism, patience, and empathy.
- Billing & Account Assistance: Help homeowners understand HOA assessments, statements, account balances, payments, late fees, and billing discrepancies.
- Technical Troubleshooting: Provide basic technical support to homeowners, including portal registration, login issues, password resets, online payments, and website navigation.
- Detailed Call Logs & Documentation: Maintain accurate, thorough, and timely call logs, customer interaction notes, support tickets, and follow-up records.
- Problem-Solving & Resolution: Research customer concerns, troubleshoot issues independently, provide accurate solutions, and escalate when necessary.
- Customer Experience: Demonstrate kindness, active listening, and professionalism, especially when assisting frustrated customers.
- Community Support: Assist with general HOA questions, maintenance inquiries, architectural requests, and community-related concerns.
- Team Collaboration: Work closely with Community Managers, Accounting, Team Leads, and regional support teams.
- Continuous Learning: Follow company procedures, retain training information, learn new systems, and adapt to process changes.

Desired Qualifications:
- Excellent spoken and written English communication skills.
- Strong billing knowledge, including reviewing account statements, payment histories, balances, and explaining charges clearly.
- Exceptional phone etiquette: Friendly, empathetic, patient, and able to de-escalate difficult conversations.
- Attention to detail: Ability to maintain accurate call logs, customer records, and documentation.
- Technical troubleshooting skills: Comfortable guiding customers through websites, online portals, and basic account access issues.
- Fast learner: Ability to quickly learn software, retain information, follow procedures, and independently research solutions.
- Previous experience in customer service, call center operations, or email support.
- HOA, property management, real estate, or accounting support experience is a strong advantage.
- At least 6 months of remote work experience.
- Excellent organizational, multitasking, time management, and problem-solving skills.
- Reliable, accountable, resourceful, and able to work independently.

Software & Technical Skills:

Candidates should be comfortable navigating multiple applications simultaneously. Our Customer Care team uses:
- RingCentral: Inbound and outbound customer calls.
- Zendesk: Email support, ticket management, and customer follow-ups.
- CINC: Homeowner account management, billing, and portal assistance.
- Microsoft Teams: Internal communication and collaboration.
- Microsoft Office: Outlook, Excel, and other productivity applications.

Previous experience with these platforms is preferred but not required. Strong technical aptitude and willingness to learn are essential.

Remote Work Requirements:
- Must be available to work assigned U.S. time zone schedules.
- Comfortable using Hubstaff for attendance and productivity tracking.
- Personal computer or laptop no older than 2 years (no shared or family devices).
- Primary internet connection of at least 150 Mbps.
- Backup internet connection of at least 100 Mbps.
- Reliable alternative work location during power or internet outages.
- Quiet, professional workspace suitable for customer calls.
- Work schedules are assigned by management and may change based on operational needs.

Compensation, Benefits & Company Culture:

At The Nabo Group, we believe that happy, supported employees deliver exceptional customer care! We foster a positive, collaborative environment for all our team.

- Starting Rate: $6 USD per hour.
- Paid Time Off (PTO): Available after successful completion of the 90-day probationary period.
- HMO Allowance: Available after successful completion of the 90-day probationary period.
- Performance Incentives: Opportunities to earn rewards and recognition for outstanding customer service.
- Great Company Culture: A friendly, supportive team that values teamwork, kindness, and mutual respect.
- Training & Development: Ongoing coaching, learning opportunities, and professional growth.

How to Apply: Please complete ALL of the following steps to be considered:

1. Updated Resume: Attach your most recent resume in PDF format.
2. Rate Confirmation: Clearly confirm that you are comfortable with the starting rate of $6 USD per hour.
3. Video Introduction: Provide a shareable video recording introducing yourself and discussing:
- Your customer service and billing experience.
- How you handle difficult or frustrated customers.
- Your experience troubleshooting technical or online account issues.
- Your approach to accurate documentation and learning new systems.
- Why you would be a great fit for our Customer Care team.

4. Email Your Application To: ----------

Required Email Subject: CSR – HOA & Property Management – Your Full Name

Incomplete applications may not be considered. Only shortlisted candidates will be contacted by email for interview scheduling.

Why Join The Nabo Group?

We're more than a Customer Care team. We're a group of people who support one another, celebrate wins, recognize exceptional performance, and genuinely care about the customers and communities we serve.

We believe great customer service starts with kindness, accountability, attention to detail, teamwork, and a willingness to learn.

If you're passionate about helping people, enjoy solving problems, and want to grow with a company that values your contributions, we'd love to hear from you!

We look forward to welcoming our next team member!