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Stay connected to your properties around the clock

Property managers have a lot of duties to attend to. One moment they’re showing a property, the next they’re submitting a background check and processing a rental application. With property management answering service from CMS, these busy professionals can ensure their calls are always handled courteously, regardless of how busy they are in the office.

Instead of relying on voicemail or an impersonal automated system, our property management answering service allows your business to maintain a personal level of communication. Our property management answering service provides professional live operators who can answer your calls 24 hours a day, 365 days a year.

Picture of a woman using her phone to leave a positive review

Serving residential and commercial property management companies of all sizes

Answering services can be customized to meet the needs of any property management operation, large or small. The services can be used to take calls from tenants, route calls to the appropriate department, take messages from potential tenants, or handle after-hours emergencies. CMS Answering Service can be an invaluable tool for property management companies of all sizes.

Whether you’re a solo property owner looking for a 24/7 virtual receptionist or a large residential property management company looking to centralize your call center operation for multiple properties, CMS can help!

Property Management Call Center Features

Custom Answering Services for Property Managers

Property management call center services from CMS give property managers the technology and staffing they need to reduce daily distractions and efficiently handle their calls, improving the resident experience without increasing costs. Each of our solutions can be personalized to meet your needs, including:

24/7 and After-Hours Property Answering Service

Being available 24 hours a day, 365 days a year gives you the edge you need to improve your customer service track record, maintain unit occupancy, and maximize profit.

With our round-the-clock call handling and after-hours answering services, you get all these benefits at no extra cost.

Our professional operators will help foster goodwill among your tenants by delivering stellar service outcomes. They’ll also assist in boosting revenue potential by deftly handling leasing inquiries and tenant requests.

Although our CMS team of operators will be acting as your local call center representatives, you’ll only be paying for calls taken on your account. So even if you’re working on a budget, you’ll find that using CMS for your company’s after-hours calls is surprisingly economical. You can maintain 24/7 call coverage for less than $2 a day!

Agents in a call center with icons that represent 24 hour service, afterhours service, and weekend availability
Call center dispatcher looking at a map

Maintenance Hotline & Emergency Service

Our maintenance call center solutions provide property managers with a centralized work order management hotline capable of processing and dispatching requests 24 hours a day.

Our maintenance call center is staffed by professional agents, each trained to process calls efficiently per your instructions. Available around the clock, our maintenance hotline can be used as your single point of contact 24 hours a day, or as an after-hours emergency solution that takes over for your staff outside of business hours.

CMS maintenance call center services are personalized to the needs of your property management company and can often integrate with existing software. Agents can field calls, create work orders in your system, and then notify the appropriate personnel. Requests that require immediate attention can be dispatched to on-call personnel; non-urgent requests can hold for regular office staff.

Learn more about maintenance hotline solutions from CMS

Property Management Virtual Receptionist

A property management virtual receptionist is the perfect solution for busy property management companies looking to handle their telephone calls on a budget. Instead of hiring employees that get paid whether they are working or not, our virtual receptionists are only paid while answering your calls.

To reduce costs, many property management offices rely on solo managers to answer the phone. But since they’re also responsible for meeting with prospective tenants, showing properties, doing paperwork, and coordinating with maintenance staff, it’s understandable that some calls go unanswered.

Our property management virtual receptionist can fill in for your office staff and answer calls that would normally be missed. With our skilled receptionists answering on your behalf, you provide callers with an excellent level of customer service and ensure you never miss an important call.

Virtual receptionist on the phone
Image of a male customer service representative smiling while taking a support call

Leasing & Customer Service Call Center

If you manage an apartment complex, condominium, office building, or retail center, you know that keeping your tenants happy is key to maintaining a successful business. Answering phone calls and responding to customer inquiries can be time-consuming and distracting from your other duties.

That’s where our team of professional leasing and customer service agents can help. We can take on all of your call center needs, from answering phones and responding to customer inquiries to processing rental applications and scheduling appointments.

We understand that every property is different, so we’ll work with you to create a custom call center solution that meets your specific needs. And because we’re available 24/7/365, you can be confident that your tenants will always have someone to talk to when they need it.

Auto Attendant and IVR

As your property management business grows, so does the need for a more sophisticated telephone system. At some point, a simple phone system will no longer suffice, and you’ll need to consider an auto attendant or IVR solution to keep up with customer demand.

An auto attendant is a pre-recorded voice that answers calls and provides options for callers to choose from. An IVR, or interactive voice response system, is a more complex solution that allows callers to input information through their keypad. It is then used to route the call to the appropriate department or individual or to provide personalized information to the caller. For example, tenants can call in and check status alerts specific to their property or receive an outbound call asking them to confirm their upcoming maintenance appointment.

By integrating our live answering services with auto attendant and IVR solutions, you can achieve the benefits of automation and scale while ensuring a human touch is always just one button away.

Image of a finger pressing the number 0 on a dial pad surrounded by icons that represent a phone tree and touchpad options
Image of a person on their smartphone surrounded by icons for calendar, phone calls, and booking revenue

Appointment Scheduling

Schedule showings and new tenant appointments without sitting in front of your phone all day. Our agents can manage the calendar on your behalf.

With CMS appointment scheduling, you can guarantee that your appointment-related phone calls are always handled properly, freeing up your time (and your staff’s) to focus on managing the rest of your business.

Prospective tenants can call and make an appointment with live scheduling agents from CMS at any time, day or night, according to your schedule. Apartment tours, leasing appointments, maintenance calls, and more can be screened and booked per your specifications. 

24/7/365

Availability

100%

Customizable

3,000+

Clients

99.99%

Uptime Guarantee

Why Use an Answering Service?

While it’s true that people depend on digital technology a lot when it comes to communication, nothing beats live answering services by CMS if you want to keep your customers, convert leads, grow your client database, and drive business profitability. We can help you:

Save Money

CMS helps you lower your operating costs. You don’t have to buy equipment or hire staff. Only pay for the time our agents spend handling your calls.

Remain Available

Be there for your prospects, customers, and employees with around-the-clock support. Our 24/7 availability keeps your business moving and ensures you never miss an important call.

Improve Service

Improve customer satisfaction by extending your customer service capabilities and delivering friendly human support on every call.

Grow Your Business

Grow and scale your business by capturing every opportunity, reducing distractions, and expanding your capacity.

Tenants Expect to Reach You By Phone — CMS Ensures You Are Always Available

Calls are preferred for quick service

There’s nothing like a quick phone call to get a customer service concern resolved or addressed right away, so we totally understand why customers want to speak to a real person.

In fact, 50% of consumers (regardless of age) contact customer service using their telephone.4 They don’t want to waste time on an endless cycle of back and forth through email or messaging.

So, when you make sure there’s somebody professional at the end of the line taking care of your customers, you’re also showing them how much you care and value their time.

Graphic with text that reads "76% of customers prefer to contact customer service agents by phone."
Graphic with text that reads "85% of callers who don't get through to you on the first attempt won't call back and will call your competitors."

Don’t help your competition

Did you know that 61% of customers who are in the middle of the buying cycle call the business they’re interested in?5 Can you afford to lose out on valuable leads or prospective customers if you do? And can you bear the thought of them going to your competition?

At CMS, we know the rewards of consistently answering calls, as well as the consequences of ignoring or not being able to attend to other calls. One phone call can make a world of difference to your business, so we won’t be taking any chances. Neither should you.

Protect your reputation

Ever get that awful feeling when no one seems to be available to answer your calls, especially when there’s no other way to resolve your concern?

When people are made to feel ignored, you lose their loyalty. They start to question the credibility and reputation of your brand, so it’s no big mystery why 68% of customers leave a company because they think it doesn’t care.6

With CMS, you can build up your reputation and keep your customers loyal to your brand no matter what.

Graphic with text that reads "67% of people end a call in frustration when they are unable to reach customer support staff."
Graphic with text that reads "80% of callers transferred to voicemail don't leave messages."

Say goodbye to voicemail

Answering machines may have been a novelty the first time they were introduced. Today, however, voicemails are not only considered productivity killers but are also untrustworthy — that is, people assume nobody ever listens to them and that they’ll never get their problem resolved.

Besides, other than baby boomers and Gen Xers, millennials and members of Generation Z probably make up a portion of your market, so it’s useful to know these younger generations can be averse to voicemails.7

So, better not leave phone calls to chance.

Partner up with CMS and see your loyal customer base grow like never before!

Serving Commercial and Residential Property Management Companies

We have experience with every type of real estate business. From independent landlords with a few doors in their portfolio to large commercial facility managers and residential property companies with tens of thousands of units,  we provide custom answering services to all types of property management and real estate businesses. Our clients include:

Residential Property Management Answering Service

If you manage a residential property or apartment complex, you know that your residents have a lot of questions, day and night. An after-hours answering service can help by field calls from current and prospective tenants, 24/7.

With an around-the-clock live operator answering service, your residents will always be able to get in touch with someone who can help, whether they need information about paying rent, want to make a maintenance request, or are just looking to leave a message for the office.

Commercial office building

Answering Services for Commercial Properties and Facilities Managers

The needs of commercial property management companies vary widely, depending on the type of property they manage. Office buildings, retail stores, industrial complexes, and other commercial properties all have different requirements, but one thing they all have in common is the need for a reliable answering service.

At CMS, we can design a custom solution for your commercial property management company, whether you manage one office building or a portfolio of properties.

Interior of rental property

Answering Service for Landlords

If you own or manage a rental property, you know how important it is to be available to your tenants 24/7. Our virtual answering service can take care of calls from tenants so you don’t have to.

With a CMS operator handling your calls, you can be sure that your tenants will always be able to reach someone who can help.

Apartment complex

Answering Service for Apartment Complexes

Our apartment answering service provides apartment complexes and landlords with an easy method of communicating with their tenants 24 hours a day. Our professional operators are there to assist whenever you are out of the office or unable to answer calls personally.

Give your tenants peace of mind

They may never need to call, but knowing you have a 24-hour answering service for apartment emergencies gives your tenants peace of mind. In addition to the existing amenities you already advertise, working with CMS allows you to list a 24-hour maintenance hotline as a benefit of moving to your community. With plenty of apartment options available, this small enhancement may be all it takes to shift a prospective tenant’s interest in your direction.

Protect your investment

Purchasing and maintaining apartments is a significant investment. When a potential maintenance issue arises, it is in your best interest to respond immediately. Instead of letting more damage occur because a tenant was unsure what to do, our apartment answering service will give you a single point of contact for handling these situations. With no guesswork needed, your tenants can easily report maintenance situations, and our agents will always ensure they reach the appropriate personnel.

Property leasing agent meeting with prospective tenants and reviewing lease agreement

Leasing Office Answering Service

You know how important first impressions are if you run a leasing office. Calls from potential tenants may be answered by a CMS call center agent, who can provide them with information about your property, complete applicant screening, or patch important calls to you while you’re out of the office. Our operators can also schedule appointments and take messages, so you can focus on showing properties and signing leases.

Integrate Your Existing Systems

We can integrate our answering service with the tools you use daily, making your life easier by streamlining workflows and keeping data synced across applications.

Image of some of the top software applications that CMS integrates with, including Slack, Paycor, ADP, Salesforce, Zendesk, Autotask, Halo PSA, Kronos, Zoho, and Workday
Image of some of the top software applications that CMS integrates with, including Slack, Paycor, ADP, Salesforce, Zendesk, Autotask, Halo PSA, Kronos, Zoho, and Workday

Benefits of Using a Property Management Answering Service

The advantages of utilizing a property management answering service are numerous. By using an answering service, property management companies are able to improve their customer service, reduce their operating costs, and free up their employees to focus on other tasks. Answering services are an affordable way to provide excellent customer service and support to tenants. In addition, by using an answering service, property management can improve the effectiveness of their property maintenance operations. Answering services are a valuable tool for any property management firm.

Let’s explore these benefits in more detail.

  • Answering services improve customer service. Property management companies that use answering services are able to provide tenants with better customer service. Answering services allow tenants to contact property management companies 24 hours a day, 7 days a week. In addition, answering services can provide tenants with information about available units, rental rates, and move-in specials. By using an answering service, property management companies are able to improve their customer service and increase their chances of attracting and retaining tenants.
  • Answering services reduce operating costs. Answering services can help property management companies save money. Answering services are less expensive than hiring additional staff to answer phones. In addition, by using an answering service, property management companies can avoid the costs of advertising and marketing. By using an answering service, property management companies can reduce their operating costs and increase their profits.
  • Answering services free up employees to focus on other tasks. Answering services allow property management companies to focus on other tasks. By using an answering service, employees are able to focus on tasks such as showings, repairs, and maintenance. In addition, by using an answering service, property management companies can avoid the costs of training new employees. By using an answering service, property management companies can free up their employees to focus on other tasks.
  • Answering services improve maintenance operations. Proper property maintenance keeps tenants happy and protects your investment. CMS can help you centralize and streamline your maintenance operation.

Professional, US-based customer service

Despite being available for a fraction of what it would cost to hire your own employees, our property management call center is staffed with highly trained, US-based agents. Instead of outsourcing your call center overseas and sacrificing quality, we allow you to take advantage of the benefits and give up nothing. Operating 24 hours per day, 365 days a year, our call center is always available to handle your calls. Whether you are in need of a call center after hours, during the day, or on-demand when your office is busy, we always have staff available.

An extension of your office

Utilizing our property management answering service doesn’t mean your business is stuck with a generic, one-size-fits-all solution. Our customizable technology allows us to work as an extension of your business, answering in the name of your company and following directions that you put into place.

The way we answer the call, the questions we ask, the information we provide and gather on your behalf – all of our actions are based upon your instructions. From simple message-taking during office hours to more advanced database integration for looking up property information, we have the capabilities to meet the needs of your operation.

Available when you need us

Losing contact with your tenants or staff can be costly. With our property management answering service, all you have to do is forward your lines in order for us to begin answering on your behalf, meaning you’ll never have to miss an important call when you are unavailable.

Related Resources

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Sources

  1. https://markets.businessinsider.com/news/stocks/how-companies-can-improve-phone-call-pickup-rates-2021-1
  2. https://phmg.com/blog/research-reveals-telephone-remains-customers-preferred-method-of-contact/
  3. https://www.mactech.com/2022/03/03/research-reveals-consumers-and-businesses-prefer-voice-calls-to-text-or-email/
  4. https://d1eipm3vz40hy0.cloudfront.net/pdf/cxtrends/cx-trends-2020-full-report.pdf
  5. https://hbr.org/2017/07/your-customers-still-want-to-talk-to-a-human-being
  6. https://ecommco.com/blog/68-percent-believe-you-dont-care.html
  7. https://www.nytimes.com/2014/06/15/fashion/millennials-shy-away-from-voice-mail.html