Senior Resident Services Specialist

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 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 within Elara, 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:

• Honest, ethical, and able to maintain confidentiality in a business setting
• Proven ability for situational de-escalation and sound decision-making
• Excellent Customer Service, verbal, and written communication skills
• Projects confidence in interacting with Residents and always displays professional presence
• 3–5 years experience in residential property management.
• Ability to communicate information and methods across cross-functional team members, including product engineering, and an eye for detail
• Capability to prioritize workload, successfully working accurately and independently in a fast-paced environment
• Strong analytical, time, and people management skills

What we offer:

• Opportunities to grow one’s impact quickly, and advance within the company
• Opportunity to join a company re-inventing the property management industry.
• Work with a world-class team to develop industry-leading processes and solutions.
• Work mileage reimbursement.
• Flexible time off, paid holidays, and health & welfare benefits.
• Leadership and career development programs.
• Competitive compensation package with incentives including stock options.

Our process:

• Hiring manager meeting
• Interviews with potential future team members
• Cultural screening
• Please let us know if you need any interview accommodations for any reason

We do not accept solicitations from third-party recruiters for any positions. A background check, credit report, and pre-employment drug screening are required for this position. Elara is an equal opportunity employer that celebrates diversity and we welcome applicants from all backgrounds.

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