What are the responsibilities and job description for the Home Manager - Charleston position at Pacaso?
About this Role:
The Home Manager will provide owner services and engage our owners throughout their ownership journey from initial onboarding, home orientation, stay readiness, stay support and service requests.
As part of our in-region service team you will support owners through regular proactive communication and be responsive when needs arise. You will ensure delivery of our service promise in that homes are clean and well maintained consistently for every stay. You will engage and be the local liaison with Pacaso home neighbors, and local vendors and partners to help fulfill our mission of enriching lives by making homeownership possible and enjoyable for more people.
Please Note: To be considered for this role, you must be a resident, or within close commuting distance of Charleston, South Carolina.
What You’ll Do:
- Ensure ultimate owner satisfaction with their Pacaso home and experience, including delivering of our service promise of a consistently clean and well-maintained home
- Serve as primary Point-of-Contact for Homeowners in your region
- Be the expert of every Pacaso home in your portfolio
- Create home manuals explaining the functionality and features of the homes to Owners
- Proactively keep owners updated on the status of their work orders and requests as well as any upgrades and maintenance planned for the home
- Communicate with owners prior to their stay to set expectations on the status of all work orders and owner requests
- Check-in with owners throughout their stay to ensure the stay experience is positive
- Be responsive to Homeowners when issues arise during their stay or throughout their lifecycle as a Pacaso owner
- Anticipate the owner’s needs by delivering surprise and delight moments to owners
- Assist in strengthening the owner’s bond with their home and boosting the owner’s sharing of their Pacaso experience with family and friends
- Inspect the work of high-quality local service partners and providers aligned to our owner experience promise & service standards
- Partner closely with sales, product, and marketing to align objectives and workflows and provide owner-centric perspective and feedback
- Promote a highly collaborative, owner-centric, data-driven culture that challenges norms with a bias toward action
You’d be a great fit if you have:
- 7 - 10 years of experience in service-driven operations
- An affinity for customer service and satisfaction
- Flexibility in scheduling, will regularly have to work weekends
- Strong organizational, written and verbal communication, and problem-solving skills
- A self-starter with strong customer-first sensibilities.
- A willingness to roll up your sleeves to get the job done.
- Basic handiness with simple tools (screwdriver, wrench, etc.)
- Technical aptitude with basic home systems (wifi, sound systems, televisions, smart home appliances, etc.)
- Have a high energy, positive, and professional attitude
- Strong, progressive experience in hospitality service operations or residential property management preferred
- You are detail-oriented, extremely organized, capable of dealing with ambiguity
- You currently reside in, or within commuting distance, of Charleston, South Carolina
You’ll love working at Pacaso because of our ...
- Amazing purpose-driven team and culture.
- Competitive salary and stock options.
- Unlimited, flexible PTO for exempt employees.
- Excellent medical, dental and vision insurance.
- 401(k) to help you save for the future.
- Paid maternity and paternity leave.
- Generous home office stipend.
- Company-sponsored meetups.
