As a Resident Experience & Internal Support Specialist, you will ensure the successful support of both the employees and residents through key process administration and improvement. You will be responsible for managing the ticketing system and facilitating its proper function. You will identify opportunities for improvement and participate in special projects within your department and cross-functionally to improve resident experience and business function.
Responsibilities Customer and Employee Support (~80% of time)Ensure residents and employees are responded to and issues are resolved within Havenpark’s requirements through direct administration of the customer service and support ticketing system.Manage escalated issues to ensure that resident and employee requests are handled with care and responded to appropriately.Ensure emergency communications are sent out accurately and promptly to residents upon request from the field teams.Monitor and respond to residents through various channels, such as Google reviews, customer surveys, etc.Monitor and respond to employees through various channels, such as email, slack, etc.Facilitate the completion of various operational tasks as assigned through the ticket support system or Business Operations Team.Process Improvement (~20% of time) Assist with measuring and tracking support metrics to ensure they are functioning as expected and achieving the desired results.Use process and observational data to identify process failures, and unmet resident and business needs.Make suggestions for change based on findings.Drive process success through clear communication and follow-up with employees and company leadership.Work on key process improvement projects and lead stakeholders in implementing and sustaining meaningful change that improves our residents’ experience and ability for our employees to meet our residents’ expectations. Qualifications Education: Must have an associate degree or equivalent experience, bachelor’s degree is preferred, but not required.Experience: Have 1+ years of experience in Property Management, or a similar environment. Manufactured home experience is a plus.Have participated in process improvement work.Worked with a ticket/work queue management system or CRM.Have strong communication skills, and customer de-escalation skills are a plus.Basic understanding of process improvement methodology and process improvement and customer service mindset.Ability to self-organize and work independently.Takes responsibility for meeting performance goals.Ability to lead others and work across departments to deliver completed tasks on deadline.Strong organizational skills and attention to detail to ensure timely follow-up to deadlines.Excellent written and verbal communication skills.Additional Requirements: You can pass a criminal background check, have a valid driver’s license, and have a good driving record.
