OurAssistants is seeking a Bilingual Resident Support / Retention Coordinator to provide exceptional service to residents, improve retention rates, and support property management teams with daily communication and renewal activities. The ideal candidate will be fluent in English and Spanish, empathetic, proactive, and experienced in handling resident concerns, lease renewals, and move-out prevention strategies while working remotely during US business hours.
What You'll Do
- Assist residents with inquiries related to billing, maintenance, leasing, and community policies in both English and Spanish.
- Respond promptly via phone, email, or resident portals.
- Handle escalations with professionalism and empathy.
- Track upcoming lease expirations and manage the full renewal process.
- Send renewal offers, negotiate terms when needed, and process signed renewals.
- Identify residents at risk of non-renewal and implement retention strategies.
- Work closely with property managers to resolve concerns that could impact renewals.
- Provide bilingual communication support between residents, vendors, and the property team.
- Assist in sending community notices, updates, and announcements.
- Document all interactions and updates in the property management system.
- Conduct proactive check-ins with residents approaching move-out dates.
- Address concerns early to prevent avoidable non-renewals.
- Support resolution of maintenance, billing, or communication gaps.
- Maintain accurate digital records of renewals, communications, and tasks.
- Generate retention reports, renewal trackers, and resident satisfaction updates.
- Assist with onboarding new residents and ensuring a smooth transition.
What We're Looking For
- Minimum 1–2 years of experience in property management, resident relations, leasing support, or customer service.
- Fluent in both English and Spanish (written and spoken).
- Must be currently residing in Latin America.
- Must have a stable internet connection and a remote-ready workstation.
Nice to Have
- Experience in renewal management, resident retention, or customer support.
- Familiarity with property management software (AppFolio, Buildium, Yardi, or similar).
- Excellent communication, conflict resolution, and problem-solving skills.
- Strong organizational skills with the ability to manage multiple timelines and resident cases.
- Empathetic, patient, and resident-focused approach to service.
Technical Stack
- AppFolio
- Buildium
- Yardi
Team & Environment
- Collaborative
- Growth-focused
- Resident-focused
- Supportive
Benefits & Compensation
- Competitive salary based on experience
- Permanent remote setup
- Ongoing training and career growth opportunities
- Supportive and resident-focused team environment
Work Mode
Work from Home during US Business Hours. Must be currently residing in Latin America.
