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

W hat 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.