Picket is a venture-backed real estate innovation company. Built on proprietary technology and customer-first philosophy, our end-to-end SFR investment platform is transforming the experience of renting a home at every stage of the value chain - from the way investors find, buy, sell, and manage single-family rentals, to the quality, service, and flexibility residents enjoy when they live in them.
The Senior Resident Services Specialist is a multi-faceted role committed to providing a best-in-class experience to our residents, prospects, and vendors. We want to transform what it means to rent through exceptional customer service, operational excellence, and a passion for hospitality. This role will also make recommendations to leadership based on research, findings, and best practices to improve our internal tooling, processes, and procedure.
Key Responsibilities:
The Senior Resident Services Specialist responds to resident inquiries, providing quality, accurate resolutions utilizing multiple internal systems and resources. This role works closely with other resident-focused teams including HOA, Utilities, Account Services, Leasing, and Maintenance to accept renewal offers, 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, the Senior Resident Services Specialist uses creative problem-solving to ensure customers' needs are heard, prioritized, and met. This role facilitates and performs virtual resident move-in orientations, reviews the Move-In Inspection results with the resident, answers any questions or concerns, and ensures diligent timely follow-up with the resident.
Using proper judgment, the Senior Resident Services Specialist manages violations intake, 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.
If you are an experienced property management professional, and "customer obsession" resonates with you, we're interested in talking to you.
Requirements:
- 3-5 years experience in residential property management.
- 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 for team member vacation coverage.
- 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.
We do not accept solicitations from third-party recruiters for any positions.
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.
#LI-Hybrid