OPEN TO FILIPINO CITIZENS WHO ARE CURRENTLY RESIDING IN THE PHILIPPINES
Position: Client Success Manager
Work Hours (Client): Mon - Fri, 9:00 AM to 5:00 PM EST
Work Hours (MNL): Mon - Fri, 10:00 PM to 6:00 AM Philippine Standard Time
Pay Range: $800 - 1,500 USD/month (depending on interview assessment and client's approval) Please take note that pay will be given in USD
Duties and Responsibilities:
Daily Tasks:
Lead Servicing:
Ensure each lead receives an "auto response" / stock email with links to relevant 3D tours and "Feature Sheet."
Update notes on Guest Card.
Make outbound calls to leads that have NOT YET scheduled tours.
Mark leads that HAVE TOURED for follow-up by the sales team.
Stock Response Email Servicing:
Monitor leasing@skalemanagement.com email address and respond with ZenDesk stock responses.
Summary Report:
Send a summary report twice per week, highlighting any tasks or issues that could not be confidently closed out per automated processes / stock responses.
Monitor Grasshopper / Phone Service:
Review voicemails daily, add guest cards to Appfolio, and return calls as necessary.
Application Processing:
Monitor rental applications daily and request supplemental information as necessary.
Create an Asana template for team review.
Weekly Tasks:
Leasing:
Confirm listing accuracy across syndication platforms.
Create "Neighborhood Guides" for each submarket in Philadelphia.
Marketing:
Post to Instagram + Facebook at least 3x per week.
Reach out to every individual who applied and requested Google Business Review in exchange for a $5 Starbucks gift card.
Add one relevant news article to the website.
Monthly Tasks:
Utility Management:
Log into PECO and input bills for each asset.
Log into Guardian and perform similar tasks.
Marketing Efforts:
Create a monthly newsletter.
One-Off Tasks:
Vendor Management:
Add all vendors to Quickbooks and ensure alignment with Appfolio.
Create a repository of portfolio warranty vendors, expiration dates, and CapEx plan.
Training:
Appfolio Lead Servicing:
Create a Loom video to review best practices for interaction with Appfolio records.
Create an "About the Neighborhood" Loom video for internal training purposes.
Update "Feature Sheets" for each building.
Consolidate email scripts into one reference document.
Email + Phone Servicing:
Create a Loom video to demo how to access the ZenDesk library.
Create a Loom video reviewing the Grasshopper tool.
Emphasize the importance of Appfolio's unique email identifier.
Application Processing:
Create a Loom video of the application review overview.
Refine documents and support articles for automated follow-ups.
Miscellaneous:
Social Media Management:
Oversee posting schedules and content.
Utilities (PECO + Guardian):
Manage utility bills for assets.
Management Oversight:
Create an Asana template for 2x weekly status reports.
Schedule weekly touchpoints to streamline tasks.
- At least 2 years of relevant experience in the role.
- Good Communication skills
- Strong verbal and written communication skills.
- Understanding of the property management / real estate industry.
- Familiarity with Appfolio, Google Suite, Asana, Canva, Notion, Docusign, Quickbooks.
- Proactive attitude and ability to work independently.
