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.