Tenant Support Specialist VA

Job Description

We're seeking a highly skilled and assertive Tenant Support Specialist Virtual Assistant to manage utility expenses, rent collections, and work orders. The ideal candidate must be firm yet professional in handling tenant interactions, possess excellent organizational skills, and have experience with rent collection platforms and utility auditing. A strong background in customer service, particularly in collections, is preferred.

Duties and Responsibilities

Utility Management

• Track and manage utility billing and payments for properties.
• Transition utilities from owner accounts to tenant accounts where applicable.
• Identify discrepancies and ensure accurate tenant utility charges.
• Communicate with multiple utility providers to handle services efficiently.
• Monitor tenant utility payment compliance and report unpaid bills.

Collections Management

• Execute rent collection processes with clear escalation strategies.
• Implement a systematic follow-up process for delinquent accounts.
• Send payment reminders, late payment notices, and escalation notices.
• Coordinate with tenants on payment plans for overdue balances.
• Identify legal implications and eviction timelines related to non-payment.

Work Order Management

• Assign work orders to technicians and vendors.
• Monitor work order progress and ensure timely completion.

Reporting

• Provide daily, weekly, and monthly reports on outstanding payments, collections progress, and utility expenses.
• Assist with account reconciliation for missed or unbilled utilities.

Knowledge or Skills Needed

• Strong communication skills for tenant interactions via phone, email, and messaging platforms.
• Experience with rent collection platforms (e.g., AppFolio).
• Ability to track and manage utility expenses.
• Knowledge of utility auditing to identify discrepancies and cost-saving opportunities.
• Attention to detail when tracking payments and utilities.
• Analytical skills to review and improve collection rates.
• Proficiency in Google Sheets for reporting and tracking.
• Patience and professionalism when dealing with difficult tenants.
• Ability to prepare and present reports on collection rates, outstanding balances, and utility management efficiency.
• Understanding of tenant rights and legal procedures for non-payment.
• Familiarity with utility regulations and billing standards.
• Developing strategies to prevent or mitigate collection problems.

Tools to be Used

• AppFolio (or similar rent collection platform)
• Google Sheets
• Email and messaging platforms
• Utility management tools