Resident Experience & Internal Support Specialist

Job Description

Job Description

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.