Reports To: Lead Operations Assistant

Supervises: None. This position has no supervisory responsibilities.Operations

Job Summary The Operations Assistant is a member of Saratoga Group’s Virtual Operations Assistant team within the centralized Call Center, the single point of entry for all community calls across the portfolio.

The Operations

Assistant takes incoming calls as part of the team rotation, triages, resolves, and routes each call appropriately, resolves resident and prospect concerns whenever possible, and documents every interaction for reporting and follow-up. In addition to call handling, the Operations Assistant supports day-to-day community operations, including monitoring resident account delinquency and preparing resident notifications. The adecuado candidate is a calm, solutions-oriented communicator who thrives in a fast-paced, metrics-driven environment.

Essential Job Duties – Call Center Operations

- Call Center Model: All community calls are routed through the centralized Call Center. Incoming calls rotate among the Operations Assistant team so coverage is shared and balanced.
- Call Triage & Routing: Ensure every call is correctly triaged and routed—resolved directly, sent to the Sales Assistant for sales matters, or directed to the Community Manager/District or Regional Managers when appropriate.
- Call Handling: Take incoming calls as part of the team rotation, performing the full scope of Operations Assistant duties (see General Responsibilities).
- Performance Tracking: Meet established call metrics, including response time, answer/abandonment rates, first-call resolution, and accurate call documentation.
- Reporting & Measurement: Document call activity and response metrics on a regular cadence using Saratoga Group platforms, and participate in team reporting reviews.
- Continuous Improvement: Recommend process, scripting,



and routing improvements to reduce wait times and improve resident and prospect satisfaction.

Essential Job Duties – General Responsibilities

- Company Representation: Serve as a positive ambassador for the company on every call and interaction, engaging professionally with residents, prospects, clients, partners, and employees.
- Resident Satisfaction: Commit to high levels of resident satisfaction by listening to and professionally resolving resident concerns, and escalating to the Community Manager when an issue is outside the ability to resolve.
- Inbound Call Handling: Answer incoming community phone calls as part of the rotation, working to deescalate frustrated callers and resolve their concerns on the first call whenever possible; document every interaction for reporting and follow-up.
- Call Triage & Rerouting: Determine the nature of each call and route it correctly—resolve it directly, transfer sales-related calls to the Sales Assistant, or direct the caller to the appropriate Community Manager when applicable.
- Delinquency Management: Monitor resident account delinquency and take action to keep delinquency at or below a target of 5%.
- Notice Preparation: Prepare and send notifications to residents regarding delinquency, policy violations, and other community matters.
- Reporting: Use Saratoga Group software platforms—including but not limited to Google Apps, Asana, and Rent Manager—to generate, document,



and maintain reports and data as requested.
- Communication: Maintain clear, timely, and professional communication with internal and external stakeholders, both verbally and in writing.
- Commitment to Excellence: Employee shall devote all of his/her working time, attention, knowledge, and skills to Employer’s business interests and shall do so in good faith, with best efforts, and to the reasonable satisfaction of the Employer.
- Attendance: Maintain regular and predictable attendance as part of the role.
- Other Duties: Employee shall also perform such other duties as are customarily performed by other persons in similar positions, as well as such other duties as may be assigned from time to time by the employer.
- Disclaimer: Management reserves the right to revise this position description as necessary.

Physical Demands and Working Conditions/Environment

- Work Schedule: Must be available to work five days a week, Monday through Friday, with the potential for occasional longer hours to accommodate the needs of prospective residents and call volume.
- Daily Hours: Capable of working up to 8+ hours a day, with flexibility for extended hours when necessary. Must be able to work 8a–5p Eastern or Central time, depending on assignment.
- Physical Requirements:
- Ability to push, pull, or lift up to 15–25 lbs for the movement of office equipment; assistance can be arranged as needed.
- Must be able to sit for extended periods and utilize a computer and phone for work-related tasks.
- Work Environment:
- Requires reliable and secure internet access.
- Must have a quiet, professional workspace free from distractions.

Benefits

- Competitive salary
- Health Insurance stipend
- Paid Time Off
- Paid Holidays
- A supportive and collaborative team culture.

📌 Operations Assistant (Colombia)
🏢 Saratoga Group
📍 Colombia