Resident Services Coordinator

2 weeks ago

Cebu City, Central Visayas, Philippines Picket Homes Full time

We do not accept solicitations from third-party recruiters foranypositions. Please note thatHybrid positionsrequire that you be located in the immediate metro area in which the job is posted. We are not able to consider candidates outside this area.

At Picket Homes, we believe everyone should be able to live the way they want to live. More Americans are choosing to rent homes than ever before, and we believe it's time for the quality of the experience to catch up to the demand. That's why Picket and its property management subsidiary, Elara, are setting out to fundamentally transform the experience of renting a home.

We're disrupting this industry with modern technology and a rich inventory of quality residences, unparalleled service, smart home integrations, price certainty, security, and more. Come build with us

The Resident Services Coordinator is a multi-faceted role committed to providing a best-in-class experience to our residents during US-based after hours and weekends. This role will also serve as part of our HOA team ensuring communication and databases are maintained. We want to transform what it means to rent through exceptional customer service, operational excellence, and a passion for hospitality.

Key Responsibilities:The Resident Services Coordinator responds to resident inquiries, providing quality, accurate resolutions utilizing multiple internal systems and resources. This role works to identify requests, amenities, and work orders, both routine and emergency, and communicate relevant information back to the resident. As the friendly first point of contact within Elara, the Resident Services Coordinator uses creative problem-solving to ensure customers' needs are heard, prioritized, and met.

Using proper judgment, the Resident Services Coordinator identifies and escalates priority issues, and overall ensures compliance in triaging events. The Resident Services team is crucial in ensuring our company values are modeled day in and day out. As a customer-facing team, "Obsessing over customers" comes naturally, and building and maintaining trust is the priority.

Represent Elara on all related matters, including but not limited to:
  • Respond to inquiries from customers providing quality and accurate responses managing and resolving resident needs.
  • Research requires information using multiple systems and resources.
  • Work with the Maintenance team to receive requests for work orders from residents via phone or the web and then directly manage and schedule all necessary work orders in the service request system.
  • Emergency work order dispatch.
  • Identify and escalate priority issues.
  • Assist with HOA (Homeowners Association) databases, registration, accounting, implementation, and general business functions.
  • Provide timely communication to all HOA-related requests from customers, whether external or internal.
Requirements:
  • MUST BE AVAILABLE to work US Nights and weekends. (Specifics to come)
  • Proven ability for situational de-escalation and sound decision-making.
  • Capability to prioritize workload, successfully working accurately and independently in a fast-paced environment.
  • Excellent Customer Service, verbal, and written communication skills.
  • Strong analytical, time, and people management skills.
  • Available to take a rotating on-call schedule.
  • Ability to communicate information and methods across cross-functional team members, including product engineering, and an eye for detail.
  • Honest, ethical, and able to maintain confidentiality in a business setting.
  • Projects confidence in interacting with Residents and always displays professional presence.
  • Demonstrated ability to work independently and with little to no supervision.
  • Capacity to meet deadlines and prioritize in a fast-paced environment.
  • Experience in basic computer applications and the ability to learn industry software tools.

A background check, possibly including a credit report or pre-employment drug screening for some roles, is required for this position. Picket Homes is an equal-opportunity employer that celebrates diversity and we welcome applicants from all backgrounds.

At Picket Homes, we are building something new and different - come build with us.


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