Customer Support & Lead Management Agent

About the role

The Customer Support & Lead Management Agent is based in Panama City and provides centralized operational support for DNR’s residential property portfolio across Georgia. Working from a hub, the agent collaborates daily with property managers and leasing teams to ensure smooth resident lifecycle management.

Key responsibilities

• Use AppFolio PMS + CRM for applications, work orders, lease documents, delinquency reports, and resident communications.
• Manage all inbound and outbound calls through Aircall, including queue handling, call tagging, and performance tracking.
• Communicate via email, SMS, and internal messaging platforms with residents and internal teams.
• Maintain daily contact with property managers and leasing agents to address operational needs.
• Provide proactive feedback to the Panama Team Leader to improve service quality and leasing performance.
• Engage leads and tenants, gather required information, and keep AppFolio records accurate and up‑to‑date.
• Follow structured SLAs, daily checklists, and documented procedures.

Required profile

• Minimum 2 years of experience in customer service, call‑center operations, hospitality, or property‑management support.
• Proven ability to work independently and manage multiple concurrent tasks.
• Strong written and verbal communication skills; professional, clear, and empathetic.
• Exceptional attention to detail with low tolerance for data‑entry errors.
• Comfort operating within defined SLAs, checklists, and documented processes.

Required skills

• AppFolio – hands‑on experience required for daily property‑management workflows.
• Aircall – familiarity with this VoIP platform or an equivalent solution.