Associate – Resident Success
Posted on 12/20/2023
INACTIVE
Divvy Homes

51-200 employees

Rent-to-own real estate platform
Company Overview
Divvy's mission is to make homeownership, and all the power that comes with it, accessible to everyone. Divvy is building an on-ramp to homeownership – one that's more flexible, more affordable, and an all-around better fit for today’s American family – and it’s working.
Real Estate
B2C

Company Stage

Series D

Total Funding

$1.2B

Founded

2017

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

-26%

1 year growth

-35%

2 year growth

-23%
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
CategoriesNew
Customer Success & Support
Requirements
  • Experience working in high-volume contact centers
  • 2+ years experience in a customer-facing role, preferably in SFR, finance, or other tech industry
  • Willingness to work a flexible schedule that could include some weekend work
  • Great problem-solving skills, de-escalating customer interactions, and issue resolution
  • Ability to work in a fast-paced, high-growth environment with a performance culture
  • Strong verbal and written communicator, who can work cross-functionally with multiple teams to help customers
  • Technical aptitude and ability to explain complex scenarios via phone and email
Responsibilities
  • Be the primary point of contact for Divvy residents within your dedicated portfolio
  • Build and maintain strong relationships with residents to ensure their success in the Divvy Program
  • Own individual portfolio metrics including delinquency, lease renewal, and buyback rates
  • Build out and streamline processes and procedures relative to the Resident Success role, while working towards company goals and OKRs
  • Manage and prioritize timelines for projects, ensuring they are met with an appropriate level of urgency to accomplish team goals, SLAs, KPIs, and OKRs
  • Own the end-to-end resolution of complex resident issues, including ones that require cross-functional support, are time-sensitive, or have been mishandled previously
  • Handle delicate situations such as evictions, job loss, natural disaster relief, and home maintenance emergencies with empathy, compassion, and professionalism
  • Advocate for current residents and identify gaps in our service delivery to leadership and various internal teams along with recommendations to improve
  • Respond to customer inquiries via Phone, SMS, and Email with urgency and professionalism
  • Be willing to adapt and expand your duties and responsibilities as the role develops over time
  • Keep all software and ticketing systems up to date as it relates to tenant workflows
Desired Qualifications
  • Experience in finance or real estate industry
  • Experience with tenant workflows and property management software