Customer Care Specialist

About Extenteam

Extenteam is the AI-driven operations platform for short-term rental property management, headquartered in Miami and founded in 2021. Our platform, Shared Services, handles guest communication and daily operational workflows for 80,000+ properties by pairing an AI orchestration layer with a shared-services team of hospitality-trained specialists, so no guest inquiry goes unanswered, day or night, and no property manager has to staff for the 2am cancellation themselves.

We're industry-only: every workflow, integration, and agent we hire is built around property management specifically, not bolted on from a generalist platform. As we push more of that platform toward AI-led automation and self-serve tools, the software our own Shared Services team works in every day has to keep pace, that's this role.

Our Leadership Philosophy

Our company embraces a management style inspired by the ideals of "founder mode," as championed by Airbnb’s Brian Chesky. This means a hands-on, visionary approach to leadership, with a relentless focus on innovation, product excellence, and customer-centric decision-making. We encourage proactive problem-solving, direct involvement in key initiatives, and a collaborative, high-performance culture.

To learn more about the "founder mode" philosophy and how it shapes our operations, you can explore this link. Understanding this mindset will provide valuable context for how we operate and what we value in our team members.

What This Role Is About:

We are looking for a Customer Care Specialist for a Property management client of ours.

Your Main Responsibilities:

• Contacts delinquent account holders by telephone or in writing and requests payment to satisfy the account
• Collects payments and/or establishes alternative payment plan or other process for payment of delinquent accounts
• Reviews files for third party collections, including final calls / emails, supporting preparation of documents needed for sale
• Follows up with customers on established payment plans.
• Documents collection activities and may recommend charge-offs.
• Support additional post move out processes as business need demands
• Reach out to previous residents who have a past-due balance via telephone, e-mail and in writing to collect payment to satisfy the account
• Work with delinquent account holders to create and fulfil payment plans or commit to settlements per internal processes and nuances
• Collaborate with 3rd party bank to ensure efficient return of digital and physical refund to customers
• Collaborate with site-teams when disputes occur to ensure appropriate charges were placed and invoices are uploaded
• Work with internal accounting partners regarding stale dated checks and reissue questions
• Support with reissuing of refunds by producing lost check affidavits and collaborating with customer to ensure timely completion and return of refund

What We’re Looking For:

• Requires High School Degree
• 1-2 years residential and property experience preferred
• Superior attention to detail.
• Ability to navigate a computerized data entry system or other relevant applications
• Dependability and proven ability to work independently.
• The ability to work in a fast-paced environment.
• History of building strong relationships with team members working in different locations.
• Advanced written and oral communication skills.
• Excellent computer skills and proven ability to handle a variety of tasks.
• Superb customer service skills.
• Proficiency in Microsoft Office Programs i.e. Outlook, Excel, and Word

Technical Requirements:

• Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port)
• i5 11th Gen or higher
• Windows 11 / MacOS Catalina or higher
• Minimum of 8 GB RAM
• Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
• Back-ups in case of power or internet provider interruptions
• Good headset and webcam (preferably noise-canceling headset)

Why You’ll Love Working with Us:

• Competitive Salary — We offer a competitive salary that reflects the candidate’s experience, skills, and responsibilities.
• Remote Work — This role is 100% remote, allowing flexibility and eliminating daily commute.
• Paid Time Off — Standard leave entitlements (vacation, sick leave, vacation leave) for rest and well-being.
• HMO Coverage — Company-provided HMO plan, offering access to medical services via accredited hospitals and clinics under a Health Maintenance Organization. This helps ensure employees have access to routine checkups, consultations, and coverage for medical care.