Associate, Project Coordinator

About This Role

Our Home Operations Team works relentlessly to ensure that our resident’s homes meet investment-grade criteria, both for the company and for our future homeowners. We commit to making the home repair and maintenance process an exciting and successful experience for the resident and vendor. We are working at scale, growing continuously, and constantly developing methods and technologies to improve our processes.

In your role as Project Coordinator, you will report to the Central Operations Regional Manager and assist with the day-to-day move in and maintenance operations of the Divvy portfolio. You will be collaborating with internal teams, always looking for ways to improve processes and elevate the Divvy resident experience to the next level. Your mission is to ensure maintenance work orders are performed on time, on budget and according to the Divvy standard of quality. You will serve as point communicator and liaison between Divvy residents, and Divvy repair and maintenance vendors. You will be responsible for meeting SLA’s, maintaining high CSAT and having a high level of ownership of your assigned portfolio. Team members in this role will support their departments to cover tickets/work orders for both Move Ins and Maintenance repairs, and should be prepared to shift markets and pivot roles depending on need.

We have a documented equal pay policy, and do not negotiate on offers. To maintain fairness and keep starting total comp the same for anyone who comes into that position, individual pay is determined by role, level and work location only. At the offer stage, we give candidates 3 different offers to choose from depending on how they want to favor cash vs equity. The US based salary range for this position is $76,600 to $86,600 + equity + benefits. 

Responsibilities:

• Execute on day to day maintenance operations, including work order management, coordination, change orders, resident escalations, and maintaining vendor performance through resolution
• Deliver a top tier customer experience, communicating effectively and on time, ensuring that the resident is well updated throughout the lifespan of a service request
• Leverage your technical knowledge to to triage and troubleshoot maintenance issues and develop detailed, adequate scopes of work to ensure one time vendor resolution
• Ensure that all department KPIs related to work order resolution speed, resident satisfaction, contractor performance, and costs are met, while thoughtfully managing the relationship between the resident experience and cost.
• Educate residents on home upkeep, homeownership, and the division of maintenance responsibility between Divvy and themselves, educating residents on preventative and seasonal maintenance best practices
• Demonstrate a want to succeed and grow, taking initiative and drive to make processes better in a fast paced startup environment
• Be willing to adapt and expand your duties and responsibilities as the role develops over time, and comfortably navigate an ambiguous work environment by proactively asking questions/seeking answers. This includes participating in the team’s rotating weekend on-call schedule.
• Please note: To ensure consistent coverage for our customers, you will have standard business hours during the week in addition to a rotating schedule on the weekends and holidays. On average, you will be expected to work one weekend every ~2.5 months.

Skills & Experience:

• A strong background and knowledge of home systems, how they function and how to troubleshoot issues, as well as construction methodologies and feasible/reasonable repairs.
• Strong change management capabilities.
• Superb customer service experience, with proven CSAT scores.
• 3+ years of experience in customer facing roles, ideally in residential repair & maintenance, or property management in the Single Family Residential or Multi Family spaces
• Strong written and verbal communicator, who can work cross-functionally with multiple teams to help customers.
• Knowledge and experience using; Google Suite, work order management software, CRM software and communication tools (Front, Hubspot, Slack, Gmail)
• Experience collaborating on projects and working with other teams cross functionally.
• Schedule flexibility during times of high demand (such as weather events/storms), an ability to work rotating weekend coverage and support as needed. This is required.
• You are able to quickly learn how different parts of the business interact, and provide recommendations and solutions on how to improve on those interactions
• Strong work ethic, attention to detail, time management and organizational skills

Perks & Benefits:

• Flexible PTO 
• Competitive salary + equity
• 90% paid medical benefits for you and your dependents (medical, dental, vision)
• 401k match & access to a financial planner
• $1,000 annual professional development stipend
• $350 remote workspace allowance
• $250 monthly co-working space stipend
• 16 weeks paid parental leave 
• Sabbatical Program after 4 years of tenure
• Recognized as Time 100’s most influential companies of 2022 & a Great Place to Work

#LI-Remote