Move Ins Specialist (Buenos Aires, Argentina)

Belong, Inc.; Buenos Aires; Presencial; ARS 1.500.000 - 6.500.000; Jornada completa

Descripción de la vacante

A fast-growing homeownership firm in Buenos Aires is seeking a move-in coordinator to ensure seamless transitions for new residents. This role involves managing the entire move-in process and working with teams to enhance the resident experience. Ideal applicants should have at least 1-2 years of experience in a customer-facing or operational role, possess excellent communication skills, and be proficient in tools like Zendesk and Asana. Competitive salary and a dynamic work environment are offered.

Formación

• Minimum 1-2 years of customer-facing and operational role experience.
• Excellent verbal and written communication skills.
• Project/task management experience preferred.

Responsabilidades

• Own the entire move-in process and act as the main point of contact for new residents.
• Coordinate with external parties to ensure smooth move-ins.
• Work cross-functionally with teams to ensure successful resident experiences.

Conocimientos

Customer-centric mindset

Strong communication

Proactive problem solving

Herramientas

Zendesk

Intercom

Asana

Descripción del empleo

About Belong

We believe in a world where homes are owned by regular people, not corporations. Our mission is to provide authentic belonging experiences, empowering residents to become homeowners and homeowners to achieve financial freedom. We are building a scaled system of wealth creation for regular people through homeownership. We've survived Covid, the tech crash, and the toughest years of the capital markets. We are growing fast and we are AI First. Our 200+ Belongers are strong, curious, and extremely ambitious.

About the role

This job is all about managing speed and being organized; we’re looking for someone who can ensure all move-ins are successful. You will work with the operations and experience teams to ensure our new residents have a seamless experience when preparing for their dream move-in.

Role Responsibilities

• Own the entire move-in process and act as the main point of contact for new Belong residents.
• Work cross-functionally with the Operations team to QA and review homes once they are listed to monitor ongoing improvements (if any) to ensure a smooth move-in process once home is loved.
• Coordinate with external parties to ensure we have all information ready for smooth move-ins (HOA associations, utility companies, etc.)
• Work cross-functionally with the Experience team to ensure the resident hand-off post move-in is seamless and detailed if there are any follow-up items.

About You

• You are customer-centric: you are able to be empathetic, passionate and helpful when facing our community members.
• You are a strong communicator: you feel comfortable communicating verbally and in writing internally and externally.
• You are a proactive problem solver: you are able to expect situations before they are being reported to you and are quick to resolve, leveraging all resources available to you.

Requirements

• Strong previous customer-facing and operational role experience. Minimum 1-2 years of experience.
• Excellent verbal and written communication skills.
• Project/task management experience preferred.
• Able to work well with others and under pressure.
• Zendesk, Intercom, Asana experience required.

KPIs

• Achieve consistent CSAT goal of 80+.
• Pre Move-In survey: feedback for experience between Lease Signed and Resident Moved In.
• Post Move-In survey: feedback for experience post move-in, prior to handoff to Success Team.
• Intercom SLA responsiveness to be at 98%+, response time to be within 7 hours.
• Asana/Admin Fulfillment % for completing Pre Move-In Tasks <2 Days before Move-In Date.
• Home needs to be in “Move In Ready” status within 2 days of move-in date. This means:
• All improvements (including deep clean) are completed.
• QA completed (if applicable for high risk homes).
• Keys are ready.
• Move-in/access information is ready to be sent to the new residents.
• Failed Move-In <3%.
• Walkthrough Follow Up <7 days Post-Move In.
• Follow-up completed within 7 days of residents moving in.
• Any reported issues should have active or closed out pro service tickets.

Scorecard Metrics

• Total Move-Ins Assigned (Book of Business).
• Total Move-Ins Assigned, with short turnaround times (7 days or less).
• Total Move-Ins Completed On Time (Milestone Met).
• Total Move-Ins Anticipated (Lease Offered, not yet Signed).
• Average # of Days to Move-In Prepped Milestone.
• Number of Outstanding Payments (Move In is in less than 3 days).
• Total Number of Move-In Walkthroughs Received (3 days or less).
• Number of Pro Service Tickets Created (within 30 days of move-in).
• Total Number of Homes Handed Off.
• CSAT Score - Move Ins.
• (SLA) Median (hours) teammate assignment to first response (within office hours).
• (SLA) Median (hours) teammate assignment 2nd response (within office hours).
• (SLA) Inbound Call Completion Rate %.