Move Ins Specialist (Buenos Aires, Argentina)

Our mission is to create authentic belonging experiences for those who own much-loved homes, and those longing for that feeling.

Belong is changing what it means to rent a home by putting people first. It’s where hospitality meets consumer real estate—and it’s about to redefine an entire industry. We’re backed by Andreessen Horowitz (a 1 6z), GGV Capital, and Battery Ventures, just to name a few of our all-star investors.

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.

• 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.

• 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.

• 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 8 0+
• 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 9 8%+ , 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 3 0 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 %