Homecare Specialist

About Belong We believe in a world where homes are owned by regular people, not corporations. Our mission is to provide authentic belonging experiences, empowering residents to become homeowners and homeowners to achieve financial freedom. We are building a scaled system of wealth creation for regular people through homeownership. We’ve survived Covid, the tech crash, and the toughest years of the capital markets. We are growing fast and we are AI First. Our 200+ Belongers are strong, curious, and extremely ambitious.

About the Role We are looking for a Homecare Specialist to own the end-to-end Pro Service experience for Belong residents. You’ll manage 35–50 active services, exercise independent judgment on complex cases, and proactively resolve issues before they escalate. This is a problem-solver role for someone who thrives on ownership, urgency, and member relationships. You’ll use AI tools to automate repetitive work while focusing your energy on high-impact member conversations, vendor coordination, and process improvement.

What You’ll Do Core Responsibilities:

• Own 35–50 active Pro Services from request through completion with minimal supervision
• Drive urgency across vendors, members, and internal teams to ensure cases don’t stall
• Respond to member requests within SLA and proactively communicate throughout the service lifecycle
• Close 4+ Pro Services per day by removing blockers and making decisive calls
• Manage vendor relationships: scheduling, quality control, issue resolution, payment coordination
• Identify systemic risks or recurring issues and propose solutions to your Lead

Member Experience:

• Handle member calls and video conversations with confidence, empathy, and care
• De-escalate member frustrations by listening actively, setting clear expectations, and taking ownership
• Build long-term trust by demonstrating urgency, follow-through, and problem-solving
• Navigate complex situations (delayed repairs, vendor no-shows, cost overruns) with composure

AI & Process:

• Leverage AI tools to automate scheduling, follow-ups, status updates, and routine communications
• Identify manual processes that could be automated and document recommendations
• Contribute to SOP updates based on real-world learnings
• Train new Associates on workflows, tools, and best practices

About You

• You take full ownership of outcomes and don’t wait for permission to solve problems
• You’re a strong communicator who can de-escalate tense situations and build trust quickly
• You’re organized, proactive, and comfortable juggling many priorities at once
• You’re excited about using AI to eliminate repetitive work so you can focus on high-impact problems
• You thrive in ambiguity and can make judgment calls with confidence

Requirements

• 1–2 years of experience in operations, customer support, or service coordination
• Proven ability to handle escalations and difficult conversations with professionalism
• Strong organizational skills and attention to detail
• Excellent verbal and written communication skills in English
• Comfortable with technology and eager to adopt AI-powered tools
• Experience with CRM platforms required
• Experience in property management, facilities, home services, or BPO environments is a plus

Success Metrics

• Meet SLA targets for member response time and Pro Service closure time
• Close 4+ Pro Services per day consistently
• Maintain CSAT score of 85% or higher
• Contribute at least 2 process improvement ideas per month
• Zero escalations due to poor judgment or communication breakdowns