Property Management Specialist

Pillar Properties is a Seattle-based, privately owned, family-run real estate company with deep roots in the Pacific Northwest. The company focuses on multifamily and senior housing, taking a relationship-driven approach to development, asset management, and operations, with a long-term commitment to the properties and communities it serves.

Pillar Properties manages more than 1,800 residential units across the Pacific Northwest, offering luxury apartment communities that reflect the character of their neighborhoods. The company also plays an important role in the growth of its sister company, Merrill Gardens, having delivered over 3,000 senior housing units and maintaining an active pipeline of future developments.

With a strong focus on community involvement and long-term growth, Pillar Properties has received recognition for its business growth, workplace culture, and philanthropic efforts.

Pillar Properties is looking for an organized, customer-focused Enhanced Services Specialist II to support its property management operations remotely. In this role, you will be the first point of contact for prospective residents and current tenants, helping answer questions, coordinate property tours, manage follow-ups, and support leasing and resident service processes.

You will work closely with onsite property teams and internal departments to ensure timely communication, accurate documentation, and a smooth experience for prospects and residents. The ideal candidate has excellent written and verbal English, strong attention to detail, and the ability to manage multiple priorities independently in a remote environment.

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  Customer Communication: Respond to prospect and resident inquiries through email, CRM platforms, and other digital channels with timely, accurate, and professional communication.

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  Lead Management: Handle incoming inquiries, follow up with prospects, answer initial questions, and schedule virtual, in-person, and self-guided property tours.

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  Resident Support: Resolve routine resident questions independently and escalate urgent, sensitive, or property-specific issues to the appropriate team.

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  CRM Management: Maintain accurate records of inquiries, follow-ups, lead statuses, tour outcomes, and leasing activities.

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  Leasing and Application Support: Assist with application follow-ups, documentation, conditional approvals, guarantor workflows, and lease preparation.

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  Communication Quality: Use approved templates and brand guidelines while ensuring all customer-facing communication is clear, accurate, and grammatically correct.

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  Operational Support: Assist onsite teams with remote administrative tasks, resident communications, package-delivery inquiries, and coordination with relevant teams.

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  Reporting and Documentation: Track key performance metrics, prepare recurring reports, document meetings, and maintain clear records of decisions and action items.

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  Cross-Functional Collaboration: Work with property management, marketing, compliance, maintenance, operations, and IT teams to ensure smooth day-to-day operations.

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  Process Improvement: Identify opportunities to improve response times, workflows, customer satisfaction, and overall operational efficiency.

• High school diploma or equivalent; a college degree or coursework is preferred.

• At least 2 years of experience in customer service, property management, leasing, call center operations, administrative support, or a related field.

• Experience supporting U.S.-based customers or teams in a remote environment is preferred.

• Excellent written English, including grammar, spelling, punctuation, and professional email communication.

• Strong verbal communication skills and the ability to handle customer conversations confidently.

• Intermediate proficiency in Microsoft Office 365, including Outlook, Word, Teams, and Excel.

• Experience with CRM platforms, Yardi, or property management software is an advantage.

• Strong organizational skills and the ability to manage multiple communication queues, properties, and deadlines.

• Good judgment, empathy, problem-solving skills, and the ability to handle sensitive situations professionally.

• Ability to work independently, take ownership of tasks, and follow through without constant supervision.

• Comfortable learning new software, following established procedures, and escalating issues when necessary.

• Reliable internet connectivity and a professional remote workspace.

• Availability to work a schedule aligned with U.S. Pacific Time.

• A customer-first mindset with a strong focus on service quality.

• Excellent attention to detail and a high standard of written communication.

• A proactive approach to problem-solving and follow-ups.

• Strong ownership and accountability for assigned responsibilities.

• The ability to prioritize tasks and adapt to changing business needs.

• A collaborative attitude and willingness to continuously improve processes.

This is a fully remote, computer-based role that involves frequent written communication, virtual meetings, and coordination with property teams. The position requires dependable attendance, responsiveness during assigned working hours, and the ability to work effectively in a remote setup.

Pillar Properties values accountability, customer focus, quality, effective communication, initiative, adaptability, and teamwork. The successful candidate will contribute to a consistent, high-quality experience for both prospective and current residents.