Job description
Our Industry
There are 20 million single-family residences (SFRs) in the United States, more than 19 million of which are owned by 15.5 million “very small investors,” individuals or families who own one or two units. For these rental property owners, there is little in the way of data or technology to help them understand the market rental rates for their property, find and market to the highest quality prospective tenants, and manage the ongoing maintenance of their rental units with minimal headache. Pain points like these are why more than a third of all SFR owners turn to property managers for help.
Full-service property management for SFRs is a hyper-local and highly fragmented business. And just like the owners, property managers have little in the way of data, tools, and automated processes to enable them to scale and work smartly. Further, there is a misalignment of incentives between traditional property managers and the owners they represent – managers can promise a high rental rate to win the business, but do so without consequence if they secure a lower rate. They pitch fast leasing timeframes but have no skin in the game when vacancies stretch from weeks to months. Missteps on both of these fronts come at a high cost; they often are the difference between a homeowner making or losing money on their rental property each year.
Our Company
Doorstead is here to address these pain points and more which have long been considered “unfixable” by property owners. Doorstead is a full-service, digitally-driven property management company that puts both the owner and tenant customers at the center of what they do. For owners, the company eliminates uncertainty by guaranteeing market rents and putting a cap on vacancy before they find a tenant. This upfront guarantee gives owners peace of mind while aligning incentives of the owner and manager. We invested early in building local data sets and machine learning models, leveraging tens of attributes for a given home to predict market-clearing rents that minimize vacancy while maximizing owner cash flow.
In 5 years of operations, we’ve booked $60M+ gross rents, indexed rental prices for over 10MM properties, and raised ~$38M from the investors who backed Redfin with participation from executives at Opendoor and Uber. We believe that without the smart, hard-working individuals who make up our winning team, we would not be where it is today. We have a once-in-a-lifetime opportunity to reimagine an entire industry and create the right way for today.
The Role
The Customer Service Coordinator will be a key member of Doorstead’s Maintenance Operations Team, delivering a world-class servicing experience for tenants and owners at our properties. We’re looking for someone who has a strong customer-first mentality, creative problem-solving, and excellent communication skills. The Customer Service Coordinator is responsible for helping our team manage work orders, regular maintenance requests, property-ready repairs, and transfer property repair requests while getting approval from owners as needed and coordinating with tenants and vendors to schedule satisfactory resolutions.
Responsibilities
- Handling day-to-day communication with tenants and owners while aiming to provide best-in-class customer satisfaction and quality assurance standards by meeting CSAT targets.
- Managing a backlog of escalated maintenance issues while answering tenant and owner questions, needs, and complaints in adherence to SLAs.
- Responding to, triaging, providing tenant self-help, and handling maintenance requests and escalations via email, text, or phone call.
- Scheduling and coordinating service appointments between tenants and vendors to complete repairs.
- Providing quality assurance and continuous follow-ups to ensure repairs were completed satisfactorily by vendors.
- Working with the Owner and Tenant Success Teams as needed to resolve escalations.
- Embodying Doorstead’s values and team culture (Athlete, Lifelong Learner, Troupe, Pioneer).
Requirements
- Prior experience as a virtual assistant/remote worker.
- Experience providing excellent customer service solutions across challenging and sometimes ambiguous situations.
- Strong written and verbal communication skills.
- Must be decisive / proactive in helping the team make decisions.
- Empathetic, multitasking, dynamic, adaptable.
- Reliable internet connection.
- Flexible schedule.
- English fluency
- Must be based in Argentina
- Please submit your resume in English; resumes submitted in other languages will not be reviewed
Our Values
- An owner mentality with high empathy and customer obsession
- An athlete mindset focused on deliberate practice and building momentum
- A lifelong learner who has an internal compass and believes in radical candor
- A member of a troupe that believes we’re better together and it is important to be on time, every time
- A pioneer who fearlessly breaks through challenges and believes in working hard, smart, and being disciplined.
Benefits
- Flexibility: We believe in a flexible work-life balance and offer the option to work remotely from anywhere with an internet connection.
- Wellness Leave: International Coordinators will earn eight (8) hours of bonus pay per calendar month to support their ability to take time off for well-being purposes, family-related reasons, sick leave, etc. This wellness bonus will be distributed as four (4) hours of pay included in each of their bi-monthly paychecks, totaling eight (8) hours of bonus pay each calendar month.
- New Parent Leave: As part of Doorstead’s commitment to supporting family formation, we offer ten (10) days of New Parent Bonus for new parent leave. This leave is available to contractors who become parents through adoption or childbirth, providing them with the necessary time off.
