Positions

Gordian Recommendations and Considerations

Soft Skills

Under each job category we have listed the top ten “Soft Skills” we see with the most success in a particular category. These may change depending on your company or individual position needs.

Skill Level

With each position we have included recommended skill levels of one through four. These skill levels are based not only on the skills and experience often required but also on considerations for remote training. Unless your company and supervisors have extensive experience managing Remote Team Members (RTM), we recommend starting with a Level 1 RTM and building to a Level 4 RTM.

Please note that we do not allow clients to hire a level 3 or level 4 RTM until they have worked with other remote staff. It represents a fundamental change in the business model and is not recommended until you have several entry-level and mid-level remote staff for at least six months.

Accent Level

With each position we have included recommended accent levels based on success we have seen. These may change depending on your company or individual position needs. Accent levels are broken down as follows:

Level 1 = Natural or faint accent, difficult to decern English is a second language.

Level 2 = Slight accent, more obvious English is a second language but rarely need to repeat themselves.

Level 3 = Noticeable accent, English is noticeably a second language and may need to repeat themselves on occasion.

Level 4 = Heavy accent, may require more active listening and repeating themselves more frequently

Accounting Positions:

                                                                    Top ten personality traits (soft skills) for successful Accounting candidates 

Accounting
  • Excellent Organization

  • Attention to detail
  • Time management
  • Client Focused
  • Creativity
  • Problem solver
  • Reliable
  • Good communication
  • Team player
  • Flexibility/ ability to adapt

 

Skill Level 1-2 depending on company requirements

Accent Level 2-4 depending on required interaction outside the organization

 

Accounts payable clerks are responsible for performing a range of accounting and clerical tasks related to the accounts payable function. This generally includes receiving, processing, and verifying invoices, as well as tracking and recording purchase orders, and processing payments. 


Job Duties and Responsibilities Include:

  • Process outgoing payments in compliance with financial policies and procedures.
  • Perform day-to-day financial transactions, including verifying, classifying, and recording accounts payable data.
  • Reconcile the accounts payable ledger to ensure all bills and payments are accounted for and correctly posted.
  • Verify and investigate discrepancies, if any, by reconciling vendor accounts and monthly vendor statements.
  • Facilitate payment of invoices due by sending bill reminders and contacting clients.
  • Generate reports detailing accounts payables status.
  • Understand expense accounts and cost centers.
  • Understands compliance issues around accounts payable processes (W-9, sales tax, etc.).

Experience and Education

  • Minimum High School Diploma
  • College Degree strongly preferred
  • 1-3 years accounting experience on US GAAP

Skill Level 1-2 depending on company requirements

Accent Level 2-4 depending on required interaction outside the organization

 

Accounts Receivable clerks are responsible for performing a range of accounting and clerical tasks related to the accounts receivable function. This includes monitoring the inflow of money on the income side of the general ledger. They will also record every transaction’s date, price, fees, shipping amounts, and applicable discounts.

 

Job Duties and Responsibilities Include:

·         Process accounts and incoming payments in compliance with financial policies and procedures

·         Perform day-to-day financial transactions, including verifying, classifying, computing, posting, and recording accounts receivables’ data

·         Prepare bills.

·         Receive bank deposits and apply them to the customer’s account.

·         Reconcile the accounts receivable ledger to ensure all payments are accounted for and correctly posted.

·         Verify discrepancies by and resolve clients’ billing issues

·         Facilitate payment of overdue invoices by sending bill reminders and contacting clients

·         Generate financial statements and reports detailing accounts receivable status

Experience and Education:

 

  •                Minimum High School Diploma
  •               College Degree strongly preferred
  •              1-3 years accounting experience on US GAAP 

Skill Level 1-2 depending on company requirements

Accent Level 2-3 depending on required interaction outside the
organization

 

The AR/AP Clerk is responsible for supporting
collections efforts while adhering to state and legal requirements, Association
policies, and other regulatory compliance requirements. They are responsible
for recording, computing, and classifying the revenue data to ensure a complete
financial record. Key areas of focus include providing quality customer service
and facilitating payment collection/account resolution.  This position
plays a key role in the daily experience and well-being of homeowners, guests,
and fellow employees. 


Job Duties and Responsibilities Include:

  • Prepares work to be accomplished by gathering and sorting documents and related information.
  • Pays invoices by verifying transaction information, scheduling, preparing disbursements, and obtaining authorization of payment.
  • Obtains revenue by verifying transaction information, computing charges, and refunds, and preparing and mailing invoices.
  • Collects revenue by reminding delinquent accounts and notifying customers of insufficient payments.
  •  Prepares financial reports by collecting, analyzing, and summarizing account information and trends.
  • Maintains accounting ledgers by posting account transactions.
  •  Verifies accounts by reconciling statements and transactions.
  •  Resolves account discrepancies by investigating documentation, issuing stop payments and adjustments.
  • Maintains financial security by following internal accounting controls.
  • Secures financial information by completing database backups.
  •  Maintains financial historical records by filing accounting documents.
  •  Contributes to team effort by accomplishing related results as needed.
  •  Learn internal systems and processes to support: Bank Return Notification actions, unassigned portal login requests, portal billing inquiries, and fee waiver requests 

  • Key attention to detail in maintaining homeowner records 
  • Assist homeowners with online account access, resetting passwords, online payments, and paperless billing 
  • Generate refund check requests  
  • Code Invoices to proper GL Code 
  • Review homeowner accounts and process voids/adjustments 
  • Retrieve and save collection reports for distribution to our Boards 
  • Other duties and special projects as assigned 

Experience and Education

  •         Minimum Associates Degree
  •         1-3 years accounting experience on US GAAP

Skill Level 1

Accent Level 2-3 depending on required interaction outside the organization

 

The Assistant Bookkeeper is responsible for bookkeeping tasks involving accounts payable, receivable and general ledger items. Assistant bookkeepers support and assist the primary bookkeeper in the organization. They commonly perform a wide range of clerical duties, including data entry, account reconciliation, balance sheet maintenance, and general financial record keeping. Assistant bookkeepers may also be tasked with performing more specialized tasks on occasion. These might include creating reports or presentations based on company performance metrics, preparing tax filings, or even helping to develop new systems or procedures to improve efficiency.

 

Job Duties and Responsibilities Include:

  • Assist the bookkeeper in maintaining all financial transactions of a business unit.
  • Prepare and record day-to-day transactions of a business unit in books and ledgers.
  • Process, prepare and record invoices and vendor bills.
  • Assist and support bookkeeper in preparing and maintaining accounts receivable and accounts payable records.
  • Verify, ascertain, and determine the correctness of financial data.
  • Prepare and maintain sales records with invoice and payment details.
  • Assist and support inventory controllers in preparing and maintaining inventory records.
  • Track, record and maintain expenditure records with details.
  • Assist and support internal and external audit teams.
  • Integrate quality programs in bookkeeper assistant activities.

Experience and Education

  •         Minimum High School Diploma
  •         College Degree strongly preferred
  •         1-2 years accounting experience on US GAAP

Skill Level 2-3 depending on company requirements

Accent Level 1-3 depending on required interaction outside the organization

 

The property accountant is responsible for recording all transactions in the property management accounting system. The property accountant performs all property accounting including entering invoices, paying bills, reviewing owner statements and ledgers, resident move-outs, and security deposit management.

 

Job Duties and Responsibilities Include:

  • Enters rent or assessments into the accounting system
  • Assists property manager with resident move-ins and move-outs
  • Enters resident charges and payments into the accounting system
  • Managing deposits and reconciliations
  • Enters new owners/properties into the system
  • Researches ledger discrepancies for property managers
  • Adds vendors into the system
  • Reviews and pays bills
  • Preparing and ensuring the accuracy of all ledgers, accounts, portfolios and balance sheets
  • Sends out owner and board member reports
  • Maintaining records of property assets
  • Enters refunds in the system

Experience and Education

  •            Minimum Associates Degree
  •            2-4 years accounting experience on US GAAP

Skill Level 2-3 depending on company requirements

Accent Level 2-3 depending on required interaction outside the organization

 

The corporate accountant is responsible for keeping and ensuring the accuracy of corporate books and handling escalated accounting challenges from the property accountants. The accountant processes owner payments, reconciles corporate accounts, and creates or reviews corporate financial reports.

 

Job Duties and Responsibilities Include:

  • Pay owners
  • Enter and pay all corporate invoices
  • Reconcile corporate accounts
  • Escalated challenges from property accountants
  • Payroll processing
  • 1099 processing
  • Completing analysis of the employee expenditures
  • Budget preparation
  • Cashflow Forecasting
  • Financial reporting to upper management
  • Filing and remitting taxes and other financial obligations
  • Initiate and manage financial and accounting software used by the company
  • Excellent understanding of accounting rules and procedures including the Generally Accepted Accounting Principles (GAAP)
 

Experience and Education:

  •         Minimum Bachelors Degree
  •         3-4 years accounting experience on US GAAP

Skill Level 2-3 depending on company requirements

Accent Level 2-3 depending on required interaction outside the organization

 

The Corporate Bookkeeper is a financial professional who is responsible for recording a company’s financial accounts and records. Their duties include checking accounting records for accuracy, tracking invoices and payments and maintaining a system for organizing company documents. This is a skilled position responsible for the accounting processes at one company or a low volume of operations within a small group of companies.  This position is responsible for complying with all the accounting processes and GAAP.

 

Job Duties and Responsibilities Include:

  • Document transaction details
  • Journal Entries
  • Fact checking accounting data
  • Report accounting errors
  • Calculate interest charges
  • Track and control AP and AR.
  • Report income and expenses.
  • Perform periodic reconciliations: Weekly, Monthly, and Quarterly.
  • Maintain historical records.
  • Invoicing: data entry, sending, and follow up until payment is received.
  • Ensure compliance with Financial Control processes.
  • Excellent understanding of accounting rules and procedures including the Generally Accepted
    Accounting Principles (GAAP) 
 

Experience and Education:

  •  Minimum Bachelors Degree
  • 3-4 years accounting experience on US GAAP

Skill Level 4

Accent Level 2-3 depending on required interaction outside the organization

 

A Controller, or Comptroller, is responsible for overseeing financial statements like balance sheets, invoices, accounts payable and accounts receivable. Their duties include directing Accounting Managers and department operations and implementing policies and procedures for financial reporting. The controller position is accountable for the accounting operations of the company. This includes the production of periodic financial reports, maintenance of an adequate system of accounting records, and a comprehensive set of controls and budgets designed to mitigate risk. The controller is also responsible for enhancing the accuracy of the company’s reported financial results and ensuring that reported results comply with generally accepted accounting principles or international financial reporting standards.

 

Job Duties and Responsibilities Include:

  • Planning, directing, and coordinating all accounting operational functions
  • Managing the accumulation and consolidation of all financial data necessary for an accurate accounting of consolidated business results
  • Coordinating and preparing internal and external financial statements
  • Coordinating activities of external auditors
  • Providing management with information vital to the decision-making process
  • Managing the budget process
  • Assessing current accounting operations, offering recommendations for improvement and implementing new processes
  • Evaluating accounting and internal control systems
  • Evaluating the effectiveness of accounting software and supporting database, as needed
  • Developing and monitoring business performance metrics
  • Overseeing regulatory reporting, frequently including tax planning and compliance
  • Hiring, training and retaining skilled accounting staff
  • Keep up-to-date on the financial market to understand how to maximize profits
    and find new expansion areas
  • Understand the financials of a company in order to meet legal requirements and keep the
    financial state in good standing.
 
Experience and Education: 
  • Minimum Bachelors Degree
  • Master Degree in Accounting or Finance strongly preferred
  • 4-6 years accounting experience on US GAAP

Skill Level 1-3 depending on company requirements

Accent Level 2-3 depending on required interaction outside the organization

 

Collections Assistant is responsible for developing and maintaining accounting principles, practices and procedures to ensure accurate and timely financial statements. They also ensure that work is properly completed in a timely and accurate manner. Their responsibilities include monitoring assigned accounts, contacting debtors to begin the recovery process, and negotiating debt payments. They may also prepare repayment plans.

 

Job Duties and Responsibilities Include:

  • Collaborating on debt collection strategies with other departments
  • Enacting debt recovery plans that adhere to the FDCPA.
  • Contacting debtors by telephone to negotiate debt recovery.
  • Preventing recurring delinquency by negotiating manageable debt payment plans.
  • Negotiating settlements to recover a maximum percentage of outstanding debt.
  • Keeping hard copy and electronic records of all documents, payment plans, and amounts paid.
  • Research publicly available resources to track down defaulters, including credit bureau information, databases, loan documents, and background checks.
  • Sending statements of delinquency to the Credit Bureau and initiating legal proceedings if debt recovery fails.
  • Purging records where debts have been satisfied.
  • Generate Refund Checks
  • Assist homeowners with online account access, resetting passwords, online payments and paperless billing
  • Generate Refund check requests
 
Experience and Education: 
  •  Minimum Associates Degree
  •  2-3 years accounting experience on US GAAP

Skill Level 2-3 depending on company requirements

Accent Level 2-3 depending on required interaction outside the organization

 

A Staff Accountant is an entry or mid-level accounting professional who is responsible for maintaining financial records at a business, usually as part of a team. Their duties include confirming compliance with IRS rules, reconciling bank statements and balancing the ledger for regular reports. A Staff Accountant is responsible for maintaining financial procedures and confirming financial compliance through preparation of a company’s reports and statements. They will usually report to the senior accountant or chief financial officer.

 

Job Duties and Responsibilities Include:

  • Prepare bank reconciliations, expense accruals, and journal entries for a portfolio of clients
  • Review general ledger account activity to ensure financial statement accuracy and adherence to accounting policies
  • Produce monthly financial statements and internal/external reports as needed/requested
  • Demonstrate a solid understanding of internal controls and segregation of duties required to drive consistent implementation of best practices
  • Identify opportunities for process improvement
  • Maintain current industry knowledge by reading professional publications and exploring on-the-job education opportunities
  • Prioritize and juggle multiple projects at once, particularly during month and year-end
  • Recommend ways to reduce costs and enhance revenue
  • Other duties and special projects as assigned
 
Experience and Education: 
  • Minimum Associates Degree
  • 2-3 years accounting experience on US GAAP 

Administrative Positions:

                                                                    TOP TEN PERSONALITY TRAITS (SOFT SKILLS) FOR SUCCESSFUL ADMINISTRATIVE CANDIDATES 

Administrative

Top ten personality traits (soft skills) for successful Administrative candidates

  • Excellent Organization
  • Attention to detail
  • Time management
  • Adaptability
  • Critical Thinker
  • Problem solver
  • Reliable 
  • Good communication
  • Strategic planner
  • Good Listener

Skill Level 1-2 depending on company requirements

Accent Level 2-3

 

The onboarding coordinator is a key position for establishing strong and long long-lasting relationships with your clients. The main objective of the O.C is to make sure all the necessary information and documentation is gathered, arranged, and organized in a timely manner, for a new property and client. It would be the O.C’s responsibility to confirm and verify that all initial requirements are met for your processes and follow up with responsible parties to ensure a smooth transition.

 

Job Duties and Responsibilities Include:

  • Communicate with the client’s previous service providers, if needed, to ensure a smooth transition to your company.
  • Gather all the documents and information necessary for account setup.
  • Gather and upload information into management software
  • Gather all the necessary documentation from owners, clients or vendors – i.e. W9, Authorization forms, leases, etc.
  • Ensure that all documentation is labeled and arranged adequately.
  • Constantly monitor if clients and vendors are compliant and in the system
  • Update vendors, utilities, and contracted services with new billing and management information
  • Assist in the creation and documentation of repeatable processes, resources, and frameworks to ensure the onboarding process is carried out accordingly
 
Experience and Education: 

 

  • Minimum High School Diploma
  • 1-2 years administrative experience

Skill Level 1-2 depending on company requirements

Accent Level 2-3

 

The offboarding coordinator will have as their main objective to facilitate all the necessary information and documentation to a client or vendor transitioning away from your company. It would be their responsibility to ensure that all offboarding activities are performed timely and in legal compliance.

 

Job Duties and Responsibilities Include:

  • Compile and organize all pending invoices
  • Review account balances and notify the appropriate department in case collection is required. Verify if any termination fees need to be applied
  • Gather and organize documents and information relevant to the client or vendor
  • Ensure the client or vendor receives such documentation either physically or digitally
  • Remove outdated accounts from the system
  • Go over the final owner statement with the accounting team
  • Liaise with the new service provider  and provide all the necessary information for a smooth transition.
 
Experience and Education: 
  •      Minimum High School Diploma
  •      1-2 years administrative experience

Skill Level 1-2 depending on company requirements

Accent Level 2-3

 

The role of Utility Coordinator is a highly focused on managing utility providers. This includes activation, account transfer, and deactivation various utilities, depending on a property or client’s needs. The utility coordinator would function as the sole point of contact with utility providers, assuring the effective request, follow-up, and resolution of any administrative issues related to utility management.

 

Job Duties and Responsibilities Include:

  • Activate utilities
  • Terminate utilities
  • Enter utility information in property management software
  • Review all utility bills, approve or dispute as needed
  • Track all refunds and deposits owed by utility suppliers
  • Review and track usage variances
  • Enter all bills into property management software
  • Verify that utilities are set up correctly under the tenant’s or Association’s name
  • Coordinate with accounting for any expected deposit refunds from utility companies
 
Experience and Education: 
  • Minimum High School Diploma
  • 1-2 years administrative or coordination experience

Skill Level 1-2 depending on company requirements

Accent Level 2-3

 

The Vendor specialist role will take on the responsibility of ensuring that vendors comply with your company or client policies, including the collection and tracking of required documentation. They will oversee properly screening potential vendors for criminal, financial, and ethical records, and informing new vendors of their responsibilities. The Vendor specialist will also contact vendors and gather estimates for bidding and task assignment purposes.

 

Job Duties and Responsibilities Include:

  • Collect and organize business & professional licenses from vendors
  • Verification and tracking of required insurance coverage
  • Verify licenses with the State, County, or City agencies
  • Check the Vendor’s experience and dependability
  • Search for any Civil, Criminal, and other background information
  • Verify expiration dates for insurance policies, bonds, and licenses to ensure that records are always current
  • Explain company procedures to vendors such as payment terms, WO authorization limits, and points of contact
 
Experience and Education: 

 

  • Minimum High School Diploma
  • 1-2 years administrative or coordination experience

Skill Level 1-2 depending on company requirements

Accent Level 1-2

 

The escrow administrator role oversees assisting homeowners and real estate professionals with property transactions such as resales or refinancing. The EA would make sure that realtors, title companies, banks, buyers, and other industry professionals receive effective and efficient responses to their requests, enabling real estate transactions to be smoothly carried out. This position may also be responsible for preparing and reviewing required disclosures and forms for manager approval.

 

Job Duties and Responsibilities Include:

·         Being the company’s main point of contact for RE Agents, title companies, escrow officers, attorneys, mortgage companies, banks, buyers, sellers, inspectors, appraisers, and other industry professionals.

·         Provide the necessary documentation for a resale/refinancing transaction

·         Generate resale certificates upon request

·         Provide financial reports to professionals involved in the transaction

·         Assist with filling out forms or questionnaires requested by lenders.

 

Experience and Education: 

  •        Minimum High School Diploma
  •     Associates Degree preferred
  •     1-2 years administrative or coordination experience

Skill Level 1-2 depending on company requirements

Accent Level 2-3

 

It is the Admin Assistant’s responsibility to assist in the fulfillment of the company’s administrative tasks.  Tasks may include record keeping, data entry, scheduling, communications, and customer service activities.  It is their duty to make sure administrative tasks are completed adequately and timely allowing the operational team to perform their services efficiently.

 

Job Duties and Responsibilities Include:

  • Initiate, process, and follow up on the administrative tasks assigned to their area
  • Maintaining an effective communication flow among the different departments in the company
  • Work with internal departments to meet customers’ needs
  • Run periodic reports according to the company’s needs
  • Handle and direct customer requests from answering basic questions about services to handling complaints and providing appropriate solutions and alternatives
  • Data entry in various platforms for different purposes, such as:
    • Basic accounting records
    • Scheduling
    • Documentation of different processes
    • Client information
  • Follow up on scheduling and documentation of various requests and requirements

Experience and Education:

  • Minimum High School Diploma
  • 0-2 years administrative experience

Skill Level 1

Accent Level 2-3

 

The Data Entry Clerk is responsible for performing data-related clerical duties such as: gathering, verifying, and capturing data into the company’s data entry software. The data entry clerk is a professional with high attention to detail that performs their job with accuracy.

 

Job Duties and Responsibilities Include:

  • Keep the corresponding databases updated
  • Preparing source data for computer entry by compiling and sorting information
  • Verifying data and ensuring its accuracy for data entry
  • Process customer inquiries and account source documents
  • Following communication procedures, guidelines, and policies to:
    a. Establish entry priorities
    b. Enter customer and account data
    c. Solve deficiencies in data
    d. Maintain data entry requirements
    e. Verify customer and account data
    f. Process work orders

 

Experience and Education:

 

  •             Minimum High School Diploma
  •         0-2 years administrative experience

Skill Level 2 depending on company requirements

Accent Level 1-2

 

Personal assistants perform secretarial work and provide senior managers with day-to-day administrative support. Their duties include answering phone calls and managing correspondence, scheduling appointments, and making travel arrangements among other duties. Personal assistants should be extremely organized and detail oriented.

 

Job Duties and Responsibilities Include:

  • Acting as the point of contact between the manager and clients
  • Screening and directing phone calls and distributing correspondence
  • Handling requests and queries appropriately
  • Schedule meetings and appointments
  • Making travel arrangements
  • Taking dictation and minutes
  • Reporting to senior management, performing secretarial and administrative duties
  • Typing, formatting, and editing reports, documents, and presentations
  • Entering data, maintaining databases, and keeping records
  • Managing internal and external correspondence on behalf of senior management
  • Observing best business practices and etiquette

 

Experience and Education:

 

  •          Minimum High School Diploma
  •       1-2 years administrative experience

Skill Level 2-3 depending on company requirements

Accent Level 1-2

 

The executive assistant is mostly appointed to higher ranking officers within your company. Their job consists of answering phones, screening visitors, making travel arrangements, preparing reports, filing, and organizing documents, recording meeting minutes, and performing basic bookkeeping tasks.

 

Job Duties and Responsibilities Include:

  • Act as the point of contact among executives, employees, clients, and other external partners
  • Managing information flow in a timely and accurate manner
  • Managing executives’ calendars and set up meetings
  • Making travel and accommodation arrangements
  • Tracking daily expenses and prepare weekly, monthly, or quarterly reports
  • Overseeing the performance of other clerical staff
  • Formatting information for internal and external communication – memos, emails, presentations, reports, Etc.
  • Taking minutes during meetings
  • Screening and directing phone calls and distributing correspondence
  • Organizing and maintaining the office filing system

 

Experience and Education:

  •         Minimum High School Diploma
  •      1-2 years administrative experience

 

Customer Service Positions:

                                                                    TOP TEN PERSONALITY TRAITS (SOFT SKILLS) FOR SUCCESSFUL customer service CANDIDATES 

Customer Service
  • Excellent Organization
  • Responsiveness
  • Empathy
  • Client Focused
  • Adaptability
  • Problem solver
  • Capacity to take Negative Feedback
  • Good communication
  • Team Player
  • Positive Attitude

Skill Level 1

Accent Level 1-2

 

This position is often the first impression
an agent, tenant, client, or prospective client gets when calling the office.
The overall goal of this position is to answer and direct all phone calls the
company receives ,while maintain a positive impression of the company.

 

Job Duties and Responsibilities Include:

  • Answer and direct phone calls with a positive attitude
  • Field and Respond to Tier 1 support calls
  • Enter service tickets, notes, or calendar events into the company’s ticketing software
  • Transfer calls to other departments and employees when requests are unable to be answered by the Receptionist
  • Respond to customer emails and support tickets for Tier 1 level requests
  • Update calendars and schedule meetings

 

Experience and Education:

 

  • Minimum High School Diploma
  • 0-1 years administrative experience
  • 2-3 years experience in a position with heavy call volume

Skill Level 1

Accent Level 1-2

 

A Customer Service Representative is responsible for engaging with customers on behalf of their company. Their duties include answering phone calls or emails from customers to answer questions, participating in meetings with the customer service team to discover new communication tactics and maintaining expert knowledge about company products or services to best help customers.

 

Job Duties and Responsibilities Include:

  • Communicate with customers via phone, email, and chat. Always keeping a positive, empathetic, and professional attitude toward customers
  • Follow communication procedures, guidelines, and policies
  • Work with internal departments to meet customer’s needs
  • Provide knowledgeable answers to questions about the product, pricing, and availability
  • Prepare product or service reports
  • Handle complaints, provide appropriate solutions and alternatives and follow up to ensure resolution  
  • Data entry in various platforms
  • Place, process or cancel orders, forms, applications, invoices, and requests
  • Answer questions about properties and terms and clear communication
  • Providing feedback on the efficiency of the customer service process to management

 

Experience and Education:

  • Minimum High School Diploma
  • 0-1 years administrative experience
  • 2-3 years experience in a position with heavy call volume

Skill Level 1

Accent Level 1-2

 

The Leasing Customer Service Representative
is the first point of contact for the leasing department. Their duties include answering phone calls or emails
from customers to answer questions, participating in meetings with the leasing
team and maintaining expert knowledge about company leasing processes.

 

Job Duties and Responsibilities Include:

  • Communicate with tenants and owners via phone, email, and chat. Always keeping a positive, empathetic, and professional attitude toward customers
  • Follow communication procedures, guidelines, and policies
  • Create Guest Cards in the CRM system
  • Answer non-licensed questions about vacant units such as rent, amenities, size, and location
  • Search company records for other similar properties that may be a fit for prospects
  • Explain rental criteria to prospects who ask
  • Explain application process and turnaround times
  • Lookup status of applications
  •  

Experience and Education:

 

  • Minimum High School Diploma
  • 0-1 years administrative experience
  • 1-3 years experience in a position with heavy call volume

Skill Level 1

Accent Level 1-2

 

The overall goal of the Resident Services CSR
is to answer all inbound calls, emails, and chats from residents of portfolio communities.
This includes answering any low-level questions regarding the property, the
rent/assessments, any amenities, and all other aspects of management. The
resident services team must be able to access data in the property management
system and understand whom to escalate resident concerns to.

 

Job Duties and Responsibilities Include:

  • Answer all inbound queries (phone, email, etc)
  • Review data in property management software
  • Take reservations for community amenities
  • Explain booking procedures for private functions
  • Explain process to get replacement garage remotes, gate keys, fobs, etc
  • Be familiar with the property amenities
  • Understand company policies and create templates to answer commonly asked questions
  • Upload and maintain property management software data
  • Focus on maintaining resident satisfaction


Experience and Education:

  •  Minimum High School Diploma

  • 2-3 years experience in a position with heavy call volume
  • 0-1 years administrative experience

Skill Level 1

Accent Level 1-2

 

The Maintenance CSR is responsible for answering
all inbound calls, emails, and chats related to building maintenance and
repairs. This includes reviewing all inbound work orders, troubleshooting with
residents, and assigning the work order to a property manager. The Maintenance CSR
is responsible for reviewing previous work orders to determine if the work
order is a duplicate and review warranties when applicable. This position
should maintain a high level of customer satisfaction while reducing the number
of calls and emails being reviewed by the maintenance coordinator.

 

Job Duties and Responsibilities Include:

  • Reviews all inbound work orders for legitimacy
  • Troubleshoot with resident
  • Escalate to the property or maintenance manager
  • Uploads photos, warranty information, or any other important documents to the software
  • Sends customer satisfaction survey to the resident upon work order completion
  • Performs follow-up with residents
  • Assists property manager as needed on any work order
 

Experience and Education:

  •  Minimum High School Diploma
  • 2-3 years experience in a position with heavy call volume
  • 0-1 years administrative experience

 

Skill Level 1

Accent Level 2-3

 

The After Hours Maintenance CSR is
responsible for answering emergency maintenance calls after office hours. This
person is responsible for screening calls to help determine urgency and then
coordinate with the on call maintenance technician or outside contractors. The
Maintenance CSR should be familiar with properties, company policies, and
maintenance procedures to better assist clients in emergency situations.

 

Job Duties and Responsibilities Include:

  • Provide a quick response time to residents/tenants
  • Call the maintenance technicians
  • Open maintenance requests in the system
  • Follow up on current work orders
  • Liaison between the residents/tenant and vendor
  • Should be open to different shifts so all hours of every day will be covered
  • Performs follow-up with residents/tenants

 

Experience and Education:

  •  Minimum High School Diploma
  • Familiarity with basic maintenance components        
  • 0-1 years administrative experience

The overall goal of the move-in / move-out specialist is to own and manage resident onboarding and offboarding. Afterward, he should also handle additional customer questions or address issues or complaints. The Move-in / Move-out specialist is responsible for the following activities:

  • Communicates with resident once the lease is signed
  • Schedules utilities to be turned on/off
  • Gets all information to resident – HOA, keycodes, lockbox codes, access keys, etc
  • Contacts resident after move-in
  • Asks new residents for referrals / sends satisfaction survey
  • Communicates with resident once a Notice to Vacate is submitted
  • Finds out why the resident is leaving and documents, try to get the resident to stay
  • Communicates with a resident through the last 30 days of the lease
  • Gets proof of move out by getting a photo of keys, clickers, maid service, and any other documentation required
  • The overall goal is to get the resident to leave the property in the same shape that they received it and to leave on the scheduled move-out date

The Leasing Coordinator is responsible of manage the day-to-day relations with tenants and prospective tenants to resolve leasing issues as they come up. The Leasing Coordinator is responsible for the following activities:

  • Collaborate with the team to effectively market the units / properties on online platforms.
  • Prepare all lease-related paperwork, from the application process through move out, and any other forms related to leasing and resident relations.
  • Organize and communicate with potential renters to receive all application material necessary.
  • Modify and create new lease agreements for renters.
  • Move-in tenants to their new units.
  • Respond to tenants’ emails and phone calls regarding maintenance requests or work orders.
  • Communicate with maintenance personnel for scheduling of repairs.
  • Collect tenant rental income and input data.

Operations Positions:

                                                                    TOP TEN PERSONALITY TRAITS (SOFT SKILLS) FOR SUCCESSFUL operations CANDIDATES

Operations
  • Excellent Organization
  • Willingness to delegate
  • Time management

  • Client Focused
  • Leader 
  • Problem solver

  • Self Motivated
  • Good communication
  • Ability to see the big picture
  • Flexibility / ability to adapt

Skill Level 2-3 depending on company requirements

Accent Level 2-3

 

The assistant property manager assists property managers with work orders, invoice review, and communication with residents, vendors and owners. The assistant property manager is a non-licensed position and cannot negotiate any part of a lease. The overall goal of the assistant property manager is to gather data and help the property manager with the overall success of the portfolio.

 

Job Duties and Responsibilities Include:

  • Troubleshoot maintenance requests and assign them to vendors when needed
  • Communicate with vendors and owners regarding maintenance
  • Review work orders daily – follow up with vendors, verify photos and invoice, escalate any work above maintenance limit to the property manager
  • Quarterly review of vendors
  • Review all invoices for property and charge the correct amounts to tenant and owner
  • Review all bills entered into property management software to determine if the bill was charged to the correct property and the correct amount.
  • Perform research on as-needed basis for property manager including bills that do not look correct
  • Keep track of all utility bills
  • Call residents who are delinquent
  • Generate and mail notices to residents
  • Communication with the owner, vendor and resident as needed
  • Perform any duties assigned by PM in a supporting role
  • Communicate with PM on any challenge that needs to be escalated
  • Any tasks, activities, or responsibilities which may be assigned by the position supervisor or management

 

Experience and Education:

  • Minimum High School diploma
  • 0-2 years related experience

 

The Assistant Leasing Coordinator assists the leasing coordinator with application processing and move-ins.

The leasing assistant is a non-licensed position and cannot negotiate any part of a lease. The leasing assistant should not speak to owners. The overall goal of the leasing assistant is to gather information to help the property manager and real estate agent lease properties and assist the prospect through the lease process. The Leasing Assistant is responsible for the following activities:

  • Run applications
  • Gather all docs from applicants
  • Bring all applicant data to the team for the final decision
  • Create lease and sends
  • Enter applicant info into the software
  • Set up an applicant on the utility website
  • Prospect liaison during lease sign process – answers all prospect questions – security deposit, utilities, keys, move-in process, approvals, etc
  • Communicates with agents, PM, and applicants throughout the process
  • Creates leasing fees in the PM system

Skill Level 1-2 depending on company requirements

Accent Level 1-2

 

The Owner Services Assistant’s main job role is to assist the property manager in all owner services functions. This includes answering owner questions regarding statements, maintenance, rent collection, evictions, HOA violations, applicants, etc. The assistant is the first point of contact for an owner, answers any questions, and escalates to the property manager as needed. The overall goal of the owner services assistant is to maintain owner satisfaction while gathering data and helping the property manager with the overall success of the portfolio.

 

Job Duties and Responsibilities Include:

  • Maintain communication and satisfaction with owners
  • Assist property manager with listing properties
  • Create e-sign documents
  • Review and upload move in, move out and annual assessments
  • Understand and answer basic owner statement questions
  • Gather information for maintenance requests
  • Answering owner calls and emails
  • Learn the owner portal
  • Upload documents, and data to the property management software
  • Gather any information requested by a property manager (examples, home warranty info, HOA info, tax records, etc)
  • Perform research on as-needed basis for property manager including bills that do not look correct
  • Keep track of all utility bills
  • Communicate with PM on any challenge that needs to be escalated
  • Any tasks, activities, or responsibilities which may be assigned by the position supervisor or management

 

Experience and Education:

  • Minimum High School diploma
  • 0-2 years related experience

Skill Level 1-2 depending on company requirements

Accent Level 1-2

 

The overall goal of the resident coordinator is to own the prospective resident experience from prospect to move in. This position is responsible for aiding in the day to day operations of the community and resident experience. They are expected to enhance the living environment of the community through staff development, resident outreach and creative programming.

 

Job Duties and Responsibilities Include:

  • Proactive communication with residents

·         Answers any move-in questions from residents

·         Responsible for maintaining move-in procedure manual and FAQs

·         Responsible for getting all FAQs on the website and maintaining all external communications and documents

·         Uploads resident documents to property management software

·         Uploads resident information into Utility concierge portal

·         Reviews lease to determine if any items are needed at the property

·         Works with Property Manager to make sure all make-ready items are completed prior to moving in

·         Works with field team to make sure move-in assessment is completed prior to move-in and to make sure property is cleaned before move-in

·         Schedules utilities to be turned on/off

·         Schedules locksmith

·         Gets all information to resident – HOA, keycodes, lockbox codes, access keys, etc

·         Works with new residents and HOA as necessary

·         Contacts resident after move-in (first few days, 30 days, 60 days)

·         Asks new resident for referrals / sends satisfaction survey

 

Experience and Education:

  • Minimum High School diploma
  • 0-2 years related experience

 

Skill Level 2-3 depending on company requirements

Accent Level 2-4

 

The Maintenance Coordinator is responsible for supervising the Company or Portfolio’s preventative maintenance and repair work. This position requires receiving, reviewing, and assigning work orders, management and coordination of vendors, and proactive communication with residents and property managers. An understanding of construction practices, building systems, and project management are also required for this position.

 

Job Duties and Responsibilities Include:

  • Communicate with customers and the various departments within the company and portfolio.
  • Liaise with in house and third party service providers.
  • Diagnose and triage maintenance requests based on urgency.
  • Assist customers by answering basic questions about services, handling complaints, and providing appropriate solutions and alternatives for the customers’ concerns.
  • Develop maintenance plans and implement them.
  • Follow up on scheduled work orders and documentation of them in the system.
  • Ability to successfully review and compare vendor proposals
  • Maintain vendor and client relationships

 

Experience and Education:

  •  Minimum High School diploma
  • 2-4 years related experience

 

Skill Level 1-2 depending on company requirements

Accent Level 2-3

 

The Turnover Coordinator is responsible for coordinating all operations related to making a vacant property rent ready. The turnover coordinator works with vendors on interior repairs and maintenance, schedules locksmiths, landscaping, pest control and any other vendor that is needed to prepare the property for rent. The turnover coordinator works with the property manager and listing agent to maintain deadlines and keep them informed of when the property will be move in ready.

 

Job Duties and Responsibilities Include:

  • Assigns and schedules vendors
  • Receives quotes from vendors
  • Reviews quote with Property Manager
  • Communicates with the team throughout the rent ready process and especially when rent-ready is complete
  • Reviews all completed work from the Field Tech report
  • Approves invoices
  • Escalates challenges to Property Manager
  • Tracks all rent-ready work order

 

Experience and Education:

  • Minimum High School diploma
  • 1-3 years related experience

 

Skill Level 4

Accent Level 1-2

 

A Community Association Manager is responsible for providing the overall supervision of community and condominium associations and is responsible for managing a portfolio of communities that may include homes, townhomes, and/or condominiums.

 

Job Duties and Responsibilities Include:

  • Oversee all matters related to the function of property within a community, i.e. maintenance and security of the community. 
  • Oversee Association Staff and Vendors 
  • Supervise construction projects and large-scale maintenance functions 
  • Perform, direct administrative and management duties, as requested by the Board of Directors or Property Owner, and in accordance with the management agreement. 
  • Act as a liaison between the Board of Directors or Property Owner and residents, in the execution of the established, policies and the conveyance of resident grievances. 
  • Supervise Elections and other procedural tasks on behalf of the HOA 
  • Attend Board of Directors meetings or Owner meetings and record detailed notes. 
  • Prepare and review periodic financial reports and ensure a management summary is submitted. 
  • Prepare Board or Owner packets according to established time frames. 
  • Guide, assist and recommend a course of action for Board members to conduct business using proactive planning
  • Providing strategic long term maintenance plans
  • Negotiating contracts with vendors and overseeing their performance.
  • Negotiating insurance policies and ensuring adequate coverage for the community
  • Preparation of association budgets
  • Review and code invoices for payment/ Review monthly financial reports
  • Delegation of clerical support functions to Administrative Assistant.
  • Demonstrate a positive attitude and ownership mentality; we believe each employee can build his/her own future

Experience and Education:

  •  Minimum Associates Degree
  • 3-5 years related experience

 

Skill Level 2-3

Accent Level 1-3

 

Assistant Community Association Managers are responsible for assisting the Community manager with the overall supervision of community and condominium associations. This may include a portfolio of communities, homes, townhomes, and/or condominiums.

 

Job Duties and Responsibilities Include:

  • Oversee all matters related to the function of property within a community, i.e. maintenance and security of the community.
  • Oversee Association Staff and Vendors
  • Perform, direct administrative and management duties, as requested by the Board of Directors or Property Owner, and in accordance with the management agreement.
  • Act as a liaison between the Board of Directors or Property Owner and residents, in the execution of the established policies and the conveyance of resident grievances.
  • Attend Board of Directors meetings or Owner meetings and record detailed notes.
  • Prepare and review periodic financial reports and ensure a management summary is submitted.
  • Prepare Board or Owner packets according to established time frames.
  • Maintain a database, including updating resident information. Will be the person in charge of knowing and following up on the cases that exist with the homeowners.
  • Maintain unit and contract files relating to the operations of the association.
  • Assist the Board of Directors / Property Owner with the architectural review process and/or routine inspections as necessary.
  • Work with the Community manager on special projects related to a property or portfolio

 

Experience and Education:

 

  •  Minimum High School diploma
  • 1-3 years related experience

Sales & Marketing Positions:

                                                                    TOP TEN PERSONALITY TRAITS (SOFT SKILLS) FOR SUCCESSFUL sales & marketing CANDIDATES

Sales and Marketing
  •  Good listener
  •  Attention to detail
  • Persistent
  • Tech savvy
  •  Creative
  •  Optimistic and upbeat
  •  Personable and funny
  • Good communication
  • Assertive
  • Flexibility/ ability to adapt

 

Skill Level 2-3

Accent Level 1-2

 

The Business Development Manager (BDM responsible for bringing in new management agreements that are aligned with the company. The BDM is responsible for converting leads into clients. The BDM will be responsible for establishing the policies, strategies, and initiatives to be implemented by your business development team. He will also act as the “face” of your business and as such they will be the point of contact for business alliances. In simplest terms this person is the professional in charge of procuring your company financial growth and expansion.

 

Job Duties and Responsibilities Include:

  • Correspond with prospects
  • Follow up with business prospects
  • Carry out meetings with potential clients
  • Prepare and distribute marketing materials to prospects
  • Negotiate pricing with potential clients
  • Confirm CRMs are updated with incoming leads
  • Create and implement strategies to increase lead count
  • Prepare templates and scripts for sales calls
  • Establish metrics for the business development team
  • Prepare productivity reports for each member of the Business Development team

 

Experience and Education:

  •  Minimum Associates Degree
  • 2-4 years related experience

Skill Level 1-2

Accent Level 1-2

 

The Sales associate is responsible for contacting
potential customers to establish initial contact. As the principal point of
contact between your business and your customers it is part of the sales
associate’s job to provide the client with information about your products and
services.

 

Job Duties and Responsibilities Include:

  • To communicate with potential customers via phone, email, and chat, while keeping a positive, empathetic, and professional attitude toward customers
  • Providing knowledgeable answers to questions about the product/service, pricing, and availability
  • Working with internal departments to meet customer’s needs
  • Preparing product or service presentations and proposals for customers
  • Providing appropriate solutions and alternatives to fulfill customers’ needs
  • Performing data entry in CRM system
  • To assist in the implementation of the business development strategy

 

Experience and Education:

  • Minimum Associates Degree
  • 1-3 years related experience

Skill Level 1-2

Accent Level 2-3


The social media specialist will be responsible for planning, implementing and monitoring the company’s social media strategy in order to increase brand awareness, assist in marketing efforts and increase sales. They will also be responsible for interacting with network users and virtual communities though the company’s social medias accounts.


Job Duties and Responsibilities Include:

  • Developing, implementing and managing our social media strategy
  • Planning, creating, publishing and sharing new content on a daily basis
  • Planning social media themes and campaigns
  •  Build engagement and meaning customer connections through your social media platforms
  • Responding to comments and messages on social media platforms
  • Driving traffic to the company’s official website and media platforms.
  • Managing social media budget


Experience and Education:

  • Minimum Associates Degree
  • 1-3 years related experience
  • Excellent writing and grammar skills. 

Skill Level 1-2

Accent Level 2-3

 

The Marketing assistant is a role focused on providing
support to the Marketing department by assisting on the execution of the
company’s marketing strategy. They will do so by collaborating with not only
the marketing team but also with team members from other areas in the company
and clients.

 

Job Duties and Responsibilities Include:

 

  • Monitoring online review platforms and providing responses to both positive and
    negative comments.
  • Monitor the development and effectiveness of the department’s marketing strategy.
  • Uploading all leads into CRM system
  • Reviewing all marketing materials, virtual and physical.
  • Establishing internal communication between the operational and the marketing area.
  • Creating and providing marketing reports to both the Marketing team and upper
    management.


Experience and Education:

  • Minimum Associates Degree
  • 1-3 years related experience
  • Excellent writing and grammar skills

The Assistant Business Development Manager (BDM) is to assist BDMs to convert prospects to clients. The Assistant Business Development Manager is responsible for the following activities:

  • Manage CRM database
  • Answer all inbound communication
  • Schedule appointments for BDM
  • Make outbound calls to prospects
  • Create property management agreements
  • BDM calendar management
  • Update CRM with new leads
  • Take notes on the property and basic situations.
  • Give to the property manager with the signed agreement.
  • Performs investor analysis at property

The Sales Manager is responsible for bringing in a profitable business that aligns with the company goals. The sales manager is responsible for creating sales strategies to close business and create strategic partnerships. The Sales Manager is responsible for the following activities:

  • Manages sales team including assistants
  • Test and measure each step in the sales process sales systems
  • Analyze sales data to identify weaknesses in the process, identify cost-saving opportunities and develop lead generation strategies
  • Celebrates wins with the team
  • Reviews and approves all sales
  • Product training with operations
  • Train sales team
  • KPI review
  • Commission review
  • Script training
  • Handles sales escalations
  • Works with operations on any sale that is questionable
  • Create sales reports
  • Updates business leaders on sales daily