Tenant Communications — Buildium Experience Required

We are a property management company managing approximately 300 units across several properties. We are hiring a part-time Tenant Communications Coordinator to take ownership of our written tenant communications. This position is initially limited to tenant communication. There may be an opportunity to expand the role and increase hours after the person demonstrates reliability, good judgment and strong performance. Primary Responsibilities: - Monitor and respond to tenant text messages in Buildium - Monitor and respond to tenant email threads in Buildium - Monitor our shared company email inbox - Use our library of approved responses and communication policies - Answer routine tenant questions clearly and professionally - Properly classify, document and close completed conversations - Identify messages requiring action or escalation - Create actionable maintenance and operational tasks in Asana - Assign and tag the correct team members according to our established Asana system - Immediately escalate emergencies according to our emergency protocol - Follow up on open communications until they are resolved or transferred to the appropriate team member Schedule and Hours This is a part-time position starting at approximately 5–10 hours per week. The successful candidate must be available to check all communication channels 2 times each business day during agreed-upon US working hours. Routine messages must receive a response within one business day. Message volume is higher during the first five business days of each month because of rent collection and payment questions. Additional availability may be needed during this period. We need someone who will consistently own the communication queues and make sure nothing is overlooked. Required Experience - Demonstrated hands-on experience using Buildium - Experience communicating directly with tenants - Strong written and spoken English - Experience using Asana in a structured team environment - Ability to follow approved scripts while recognizing when a situation requires escalation - Strong judgment, organization and attention to detail - Reliable internet access and availability during agreed-upon hours - Ability to handle confidential tenant and property information appropriately Important Boundaries This person will not initially make management decisions, waive fees, change tenant balances, approve payment arrangements or promise maintenance outcomes. The coordinator’s responsibility is to respond, document, create the correct task and escalate when necessary.