Bilingual Property Management Virtual Assistant (English/Spanish)

Job Overview

We are seeking a highly organized, detail-oriented, and proactive Property Management Virtual Assistant to support the day-to-day operations of a residential property management company. The ideal candidate will have strong communication and administrative skills, experience handling tenant inquiries, coordinating maintenance requests, supporting leasing operations, and assisting with rent collection.

This role requires excellent customer service, attention to detail, and the ability to manage multiple responsibilities while maintaining accurate and organized records in AppFolio.

Key Responsibilities

Communications & Front Desk

• Monitor designated shared inboxes and organize incoming messages.
• Manage incoming calls and respond to voicemails on the North Shore and Helge Capital phone lines.
• Identify and promptly escalate urgent issues to the Property Manager.

Tenant Services & Maintenance

• Handle tenant concerns, questions, maintenance requests, and complaints.
• Coordinate with relevant teams to address tenant concerns and escalate issues to the Property Manager when necessary.
• Document all tenant communications accurately in AppFolio.
• Submit and manage work orders, track open maintenance requests, and follow up with tenants and maintenance teams regarding their status.
• Monitor overdue work orders and flag them for appropriate follow-up.

Leasing Support

• Schedule and coordinate property tours for prospective tenants.
• Maintain and update prospect, applicant, and resident records in AppFolio.
• Follow up on pending lease signatures and outstanding required documentation.
• Notify tenants of upcoming lease expirations as requested by the leasing team.

Rent Collections

• Monitor tenant accounts with past-due balances.
• Send rent notices and balance reminders to delinquent tenants.
• Contact tenants regarding outstanding balances through phone calls, text messages, and email.
• Prepare and compile delinquency reports for management review.

Resident Files & Reporting

• Organize and maintain electronic resident and lease files.
• Ensure resident documentation is properly organized, accurate, and readily accessible.

Qualifications

• Prior experience in property management, real estate support 2+ years
• At least 2+ years of experience working as a PMVA with US clients
• Proficiency with property management platforms like AppFolio, Buildium, Yardi, or similar
• Previous experience in property management, leasing support, or a related administrative role.
• Experience using AppFolio or similar property management software is preferred.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to handle tenant inquiries professionally and maintain confidentiality.
• Strong follow-up and coordination skills.
• Ability to work independently, manage multiple priorities, and meet deadlines.
• Spanish proficiency is required for this position.