Customer Support Representative - Costa Rica

Position Title: Customer Support Representative Location: Remote | Company Location: Dallas, TX (USA) Work Hours: Central Time Zone - U.S. Reports To: Regional Operations Manager

About Us

Advanced Asset Management (AAM Living) delivers smart, data‑driven property and asset management solutions across Texas. We specialize in maximizing occupancy, optimizing operations, improving turnover speed, and creating high‑quality resident experiences. Our portfolio spans multifamily, affordable housing, build‑to‑rent, and community‑centric living environments where operational excellence drives financial performance.

We are modern, tech‑enabled, people‑centric, and driven by efficiency, transparency, and continuous improvement.

About the role

Advanced Asset Management is seeking a Bilingual Customer Support Representative to join our offshore Resident Services team. The representative will be responsible for handling incoming calls, emails, and text messages from residents across multiple properties. The goal is to either resolve their queries directly or coordinate with the appropriate department (maintenance, leasing, accounts, etc.) to ensure timely resolution.

Key Responsibilities

- Answer inbound resident calls regarding work orders, general queries, and complaints. - Respond professionally and promptly to emails and text messages from residents. - Accurately log interactions and issues in the property management system. - Escalate and coordinate unresolved issues to the appropriate departments and track progress until completion. - Follow up with residents to ensure their concerns have been fully addressed. - Maintain a high level of professionalism and resident satisfaction.

Requirements: - Strong English AND Spanish communication skills (both written and verbal) with a neutral or U.S.-friendly accent. - Excellent grammar, spelling, and professional writing ability. - Prior experience in customer service (property management experience is a strong plus). - Ability to multitask across calls, emails, and CRM systems simultaneously. - Comfortable working night shifts aligned with U.S. Central Time Zone.