• Manage high call volumes within tight deadlines • De-escalate difficult situations with empathy, care, strong communication skills while maintaining calm and exemplifying Trupanion values • Utilize multiple systems and tools to efficiently support our customers, ensuring a seamless member experience • Handle phone calls, chat and email inquiries with passion and curiosity • Listen actively to provide accurate information and resolve problems effectively • Thrive in a fast-paced environment by quickly adjusting to evolving responsibilities, processes and workflows • Efficiently manage time to provide exceptional customer service in a high-volume contact center • Make genuine connections and adapt communication style to customer interactions while demonstrating the ability to tailor responses to individual customer needs • Document customer interactions and maintain accurate and detailed records in the customer relationship management (CRM) system • Meet and maintain productivity and quality targets to ensure our customers are consistently receiving exceptional support while adhering to 90% of set schedules • Engage in regular video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture.

Role Description HomeCrew helps people find nice rooms for rent in nice areas, while creating a resident experience that feels welcoming, thoughtful, and professional from the very beginning. We are looking for a warm, proactive, and highly organized Resident Experience Coordinator to become one of the key voices of our company. This person will support residents throughout their journey with HomeCrew, from their first inquiry to move-in, follow-up check-ins, referrals, and move-out. This is a resident-facing role with a direct impact on satisfaction, retention, referrals, and the overall reputation of the HomeCrew brand. The ideal candidate is friendly, reliable, detail-oriented, and genuinely enjoys making people feel supported and cared for. - Promptly and warmly call new resident inquiries. - Follow up with residents at key moments, including move-in day, the day after move-in, a few days after move-in, and one week after move-in. - Conduct quarterly check-in calls with current residents. - Support residents during the move-out process. - Ask satisfied residents for referrals in a natural and professional way. - Gather feedback about the onboarding, move-in, and overall resident experience. - Document conversations clearly and accurately in the company’s systems. - Escalate concerns or issues quickly to the appropriate team member. - Identify recurring feedback, concerns, or friction points to help improve the resident experience. - Help ensure residents feel welcomed, heard, and supported throughout their time with HomeCrew. Qualifications - Excellent spoken and written English. - Warm, friendly, and professional communication style. - Strong phone presence and ability to build trust quickly. - Highly organized, detail-oriented, and consistent with follow-through. - Comfortable making proactive calls and asking for feedback. - Empathetic, calm, and able to listen carefully to residents’ needs. - Tech-savvy and comfortable keeping accurate notes in a CRM or communication system. - Reliable, proactive, and able to spot potential issues early. - High standards for service quality and resident experience. Requirements - Previous experience in customer service, client success, hospitality, property management, leasing support, tenant communication, virtual assistance, or remote support (nice to have). - Experience in a resident-facing or customer-facing role (nice to have). - Remote position. - Full-time or part-time options available. Benefits - Compensation of up to $10/hour, depending on experience and fit. - Opportunity to directly impact the resident experience and help people feel at home. - Meaningful ownership in a growing company with clear standards and purpose. - Chance to help shape the voice, service quality, and resident experience of the HomeCrew brand.

• Work closely with Field Sales Professionals and Customer Support to develop strategies to maintain and grow Customer Accounts. • Install, onboard, and train clinic staff in the use of IDEXX products and services. • Identify additional customer needs and present solutions. • Assist with critical customer need visits, providing onsite technical support. • Visit customers in the field and manage own schedule and travel. • Utilize various programs to plan customer visits and ensure customer satisfaction. • Troubleshoot customer problems and issues with products and services. • Communicate customer needs for additional products and services to the sales team.

• Work closely with Field Sales Professionals and Customer Support to develop strategies to maintain and grow Customer Accounts. • Install, onboard, and train staff in clinics to use IDEXX products and services. • Provide onsite technical support when needed. • Visit customers in the field daily and attend customer events/tradeshows. • Serve as a true IDEXX Ambassador and trusted advisor to customers. • Document customer visits and interactions; communicate customer needs for additional products and services.