Job Title: Property Management Coordinator
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role
We are seeking a highly organized and detail-oriented Property Management Coordinator to support the day-to-day operations of a growing self-storage portfolio.
This role serves as the operational backbone of the business, ensuring customer inquiries, rentals, billing issues, delinquency management, move-ins, move-outs, and administrative processes are handled accurately and efficiently.
The ideal candidate is proactive, customer-focused, and comfortable managing multiple responsibilities while maintaining organized records and clear communication. You will work closely with leadership and onsite teams to ensure smooth operations, exceptional customer service, and consistent execution of company processes.
Responsibilities
Customer Service & Tenant Support
- Manage customer inquiries via phone, email, and messaging platforms.
- Assist customers with reservations, rentals, move-ins, move-outs, billing questions, gate access issues, and lease-related inquiries.
- Maintain accurate customer records, notes, and communication history.
- Resolve customer concerns professionally and escalate issues when necessary.
- Ensure a positive customer experience throughout the rental lifecycle.
Property Management Operations
- Process new rentals and lease documentation.
- Coordinate move-in and move-out activities.
- Monitor unit occupancy and rental activity.
- Maintain accurate records across all property management systems.
- Support daily operational tasks to ensure facilities run smoothly.
Delinquency & Payment Management
- Monitor delinquent accounts and outstanding balances.
- Send payment reminders, notices, and follow-up communications according to company policies.
- Assist customers with billing questions and payment-related concerns.
- Escalate delinquent accounts when required.
- Maintain accurate documentation of collection efforts and account status.
Administrative Coordination
- Maintain organized records within property management systems.
- Coordinate with local teams when physical site support is required.
- Ensure documentation, customer records, and lease files remain accurate and up to date.
- Track outstanding tasks and ensure timely follow-up.
- Support leadership with operational and administrative projects.
Systems & Process Improvement
- Create, document, and improve Standard Operating Procedures (SOPs).
- Develop workflows for lead management, rentals, move-ins, move-outs, delinquency management, customer communication, reporting, and escalations.
- Identify process improvement opportunities that increase efficiency and customer satisfaction.
- Help maintain operational consistency across all locations.
Reporting & Communication
- Prepare regular reports on occupancy, leads, delinquency, customer issues, and operational performance.
- Track unresolved issues and recommend solutions.
- Provide updates to leadership regarding operational trends and opportunities for improvement.
- Maintain clear communication across internal teams.
What Makes You a Perfect Fit?
- Highly organized and process-driven.
- Strong customer service mindset with excellent communication skills.
- Comfortable managing multiple priorities simultaneously.
- Proactive and able to work independently without constant supervision.
- Detail-oriented with strong follow-through.
- Enjoys building systems and improving operational processes.
- Reliable, professional, and solution-oriented.
Required Experience & Skills (Minimum)
- Native-level English communication skills, both written and verbal.
- Strong customer service experience.
- Typing speed of at least 60 WPM.
- Strong phone, email, and written communication skills.
- Proficiency with Google Workspace, including Gmail, Drive, Docs, and Sheets.
- Strong organizational and administrative skills.
- Ability to manage multiple open tasks and priorities simultaneously.
- Experience working remotely in a professional environment.
- Reliable internet connection and dedicated workspace.
- Strong attention to detail and problem-solving abilities.
Ideal Experience & Skills
- Property management experience.
- Self-storage industry experience.
- Leasing or tenant management experience.
- Administrative operations experience.
- Experience using AppFolio.
- Experience using Easy Storage Solutions.
- Experience creating or improving operational processes and SOPs.
- Experience managing billing inquiries and delinquency workflows.
What Does a Typical Day Look Like?
A Property Management Coordinator's day focuses on supporting customers, maintaining operational accuracy, and ensuring all property management processes run smoothly.
You will:
- Respond to customer inquiries and support requests.
- Process rentals, move-ins, and move-outs.
- Monitor delinquent accounts and send follow-ups.
- Update customer records and lease documentation.
- Coordinate with local teams regarding site-related needs.
- Review operational reports and outstanding issues.
- Improve workflows and maintain SOP documentation.
- Support leadership with administrative and operational priorities.
In essence: you are responsible for keeping operations organized, customers supported, and property management systems running efficiently.
Key Metrics for Success (KPIs)
- Customer response and resolution times.
- Occupancy and rental processing accuracy.
- Delinquency follow-up completion rates.
- Customer satisfaction scores and reviews.
- Accuracy of customer records and lease documentation.
- Timeliness of reporting and task completion.
- SOP creation and process improvement implementation.
- Overall operational efficiency and organization.
Interview Process
- Initial Phone Screen
- Video Interview with Recruiter
- Client Interview
- Offer & Onboarding
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