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AtPlacemakr, we are obsessed with service and believe in providing exceptional experiences to our valued residents and partners. As a Resident Experience Associate (REA), you will be at the forefront of this mission, serving as a primary point of contact throughout the resident experience.
Resident Experience Associates support multiplePlacemakrcommunities and are adaptableteammembers who thrive in dynamic environments. Whetherassisting atyour home-basecommunity or traveling to support another property,you'llhelp deliver the consistent, high-quality experience our residents expect.
We are seeking individuals who embodyPlacemakr'sCommunity Norms, have a "can-do" spirit, and consistently goabove and beyondto ensure resident satisfaction. As an integral member of ourPropertyTeam, you will embody our Property Team Mission with each task and interaction whiledemonstratingthat exceptional serviceremainsat the core of everything we do.
This is a full-time position requiringabilityto work during the week, weekends,eveningsand holidays. The exact days of the week will be rotational.
This position requires regular travel between assignedPlacemakr-managed communities throughout the Washington metropolitan area as business needs require.Team Members will report to an assigned home-basecommunityin the Washington metroarea,butshould expect to support other locations throughout the portfolio. Approved business travel expenses will be reimbursed byPlacemakr.
Consistently provide an exceptional experience to allPlacemakrresidents and partners by delivering responsive, professional, and personalized service.
Foster a "One Team" mentality by collaborating effectively with fellow property team members, contributing to a cohesive and supportive work environment.
Maintain a safe, secure, and compliant environment by adhering to establishedPlacemakrand property-specific policies and procedures, including emergency protocols, attendance policies, and conduct expectations.
Offer support to team members in need andassistin the de-escalation of situations whenrequired.
Respond to resident communication ina timely, professional, and solution-oriented manner through approved communication channels whilemaintainingexcellent grammar, punctuation, and professionalism.
Demonstratea strong senseof urgency in responding to resident questions, concerns, and service requests while ensuring effective follow-up and resolution.
Welcome residents, coordinate arrivals, departures, room assignments, and occupancy changesin accordance withPlacemakrstandards.
Utilize maintenance, housekeeping, inspections, and other operational systems accurately tofacilitatesmooth operations across all teams.
Partner closely with Housekeeping, Maintenance, and Operations Leadership to ensure resident needs are addressed quickly and effectively.
Support operations across multiplePlacemakrcommunities and travel between locations as business needs require.
Respond promptly and effectively to off-site, cross-functionalPlacemakrteam members via Teams, email, or other approved communication methods.
Complete thorough and effective shift handovers at the conclusion of each shift to ensure seamless continuity of operations.
Additionalduties and responsibilities as assigned.AtPlacemakr, this phraseisn'ta catch-all,it'sthe way we work.
1+yearofpreviousexperience delivering excellent customer service in environments such as hospitality, retail, multifamily, or food & beverage.
Previousexperience communicating effectively (includingutilizingproper grammar, spelling, punctuation, and a personable yet professional tone) with residents, team members, and partners, both verbally and in writing.
Demonstrated ability to learn andutilizesystems or technology (previousexperience using a CRM or customer communication system is a plus).
Comfortable supporting multiplePlacemakrcommunities and adapting to changing operational priorities.
Demonstrated ability to respond with urgency whilemaintainingprofessionalism and delivering effective solutions.
Ability to handle sensitive and confidential information with professionalism, discretion, and integrity.
Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
You have a can-do attitude and the ability to work effectively in a collaborative environment, contributing to a culture of proactive communication, unity, and mutual support.
You embody our Property Team Mission of Customer, Consistency, and Community (Norms).
Youembody the core values ofPlacemakr. You Own It. You Make It Better. You Treat People Right.
Resident Experience Associates will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance). Doing all these things well (and other reasonable job dutiesasrequested) is critical for our Resident Experience Associates and an exceptional resident experience.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. 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.