Your Role at PropFolio:
The Client Relations Assistant plays a key support role within the Client Relations department delivering exceptional service to PropFolio's Residential and Commercial Property Owners. Reporting to the Client Relations Associate, this role assists with inbound client communications, ticket management, task coordination, and administrative support to consistently deliver a timely and professional customer experience. This is an excellent opportunity for a proactive and service-driven professional to grow within a high-performing property management environment and contribute to the operational excellence of the Client Relations function. Designed for a proactive individual with strong organizational skills and a customer-first mindset, the Client Relations Assistant role offers a dynamic entry point for someone eager to learn, develop, and advance alongside the department. In

This Role You Will:

● Client Communication & Ticketing Support: Monitor and triage incoming client communications (phone calls, tickets, emails), assisting in the intake and setup of tickets for Property Owner requests. Ensure accurate routing of tickets to the appropriate departments (Accounting, Maintenance, Leasing), while maintaining visibility for the Client Relations Associate. Draft and send responses to routine client inquiries using pre-approved templates or under the guidance of the Client Relations Associate.

● Departmental Collaboration: Support the Client Relations Associate in following up with internal departments to track the status of client requests and ensure timely, professional, and solutions-oriented resolution to inquiries and concerns. Document all updates and resolutions in the ticketing system, ensuring all stakeholders have clear visibility into the status of requests. Participate in internal check-ins to provide the Client Relations Associate with status updates on active tickets and outstanding follow-ups.

● Escalation Management: Assist the Client Relations Associate in ensuring the department serves as an escalation point for complex client issues requiring upper management involvement to help drive swift resolution and a seamless client experience.

● Client Onboarding Leadership: Help lead and project manage new client/property onboarding processes. Act as a liaison between internal teams and clients to ensure all stakeholders complete their responsibilities during the onboarding phase.

● Insurance Policy Management: Support insurance policy procurement, renewals, and cancellations for properties under management. Serve as a Point of Contact for insurance agents, coordinating with internal departments to obtain and provide information, and to process policy payments.

● Administrative & Project Coordination: Prepare and update client-facing materials including Management Agreements, Property Onboarding Packets, New Client Welcome Letters, and Waivers. Support data entry, digital record filing, and the updating of department trackers & checklists to keep client records well-organized and department processes up to date.

● Process Enhancement & Knowledge Building: Recommend improvements to communication workflows, templates, or client FAQs based on observed needs or repeated inquiries.

● Service Excellence: Ensure the highest standards of client service and satisfaction by maintaining proactive communication, setting clear expectations, and delivering on commitments. ● Contribute to a positive company culture: Be a welcoming and positive addition to the team by fostering a collaborative and supportive work environment.

What We Look For:

● 1 - 3 years of experience in an administrative, client service, or operations support role, preferably within property management, real estate, or professional services.

● Exceptional interpersonal skills with a positive attitude, a customer-focused mindset, and a dedication to delivering high-quality service and support.

● Strong oral and written communication skills in English and Spanish, with the ability to interact confidently and professionally with individuals at all levels and to effectively engage and influence diverse stakeholders.

● Outstanding organizational, project management, and time management skills, with the ability to prioritize tasks, meet deadlines, and work independently as well as collaboratively within a team.

● Proven experience managing cross-departmental collaboration and driving results in a dynamic, fast-paced environment.

● Adaptability and flexibility to work in a changing environment, with a proactive and resourceful approach to problem-solving. Strong attention to detail.

● Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software applications. Ability to learn and navigate internal platforms and ticketing systems.

● Education Level/Degree: Bachelor's Degree

Why PropFolio? Join a fast-growing company at the forefront of the property management industry and make a meaningful impact on our business and the communities we serve. Enjoy working in a collaborative and supportive work environment with opportunities for professional growth and development.