At Divvy Homes, we’re 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. Recognized as Time 100’s most influential companies of 2022 and a Great Place to Work, Divvy strives to build a team that can uphold our mission.
About This Role
As an Associate, Resident Success, you will be the primary point of contact for Divvy residents and ensure their success in our program. This fast-paced role requires empathy, professionalism, and the ability to adapt to change. You will be responsible for managing your individual portfolio metrics, handling delicate situations, and owning resolutions from start to finish. This is an exciting and rewarding opportunity for someone who is passionate about helping others achieve their dreams of home ownership.
Responsibilities:
- Act as 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.
- 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.
- Work in a fast-paced environment and adapt when changes occur.
Skills & Experience:
- Experience working in high volume contact centers
- 1+ 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 explaining complex scenarios over phone and email.
Perks & Benefits:
- 100% remote first culture, with an onsite option at our San Francisco or Denver offices
- Prioritizes health & wellness with flexible PTO, monthly mental health day, generous leave policies and company-sponsored Modern Health coaching and therapy sessions
- Competitive salary + equity
- 90% paid medical benefits for you and your dependents (medical, dental, vision)
- 401k match & access to a financial planner
- $1,000 professional development stipend
- One-time $350 remote workspace allowance
- $250 monthly co-working space stipend
- 16 weeks paid parental leave & flexible return to work
- Recognized as Time 100’s most influential companies of 2022 & a Great Place to Work