About this Overnight Resident Experience Associate role at Placemakr
At Placemakr, we are obsessed with service and believe in providing exceptional experiences to our valued residents and partners. As an Overnight Resident Experience Associate (OREA), you will be the primary overnight point of contact throughout the resident experience, ensuring residents receive responsive, professional, and personalized support during overnight hours.
Overnight Resident Experience Associates support multiple Placemakr communities and are adaptable team members who thrive in dynamic environments. As the primary overnight operational resource, you'll coordinate resident support, operational response, and emergency communication across multiple communities while helping deliver the consistent, high-quality experience our residents expect.
We are seeking individuals who embody Placemakr's Community Norms, have a "can-do" spirit, and consistently go above and beyond to ensure resident satisfaction. As an integral member of our Property Team, you will embody our Property Team Mission with each task and interaction while demonstrating that exceptional service remains at the core of everything we do.
This is a full-time overnight position requiring the ability to work overnight shifts, weekends, evenings, and holidays. The exact days of the week will be rotational.
This position requires regular travel between assigned Placemakr-managed communities throughout the Washington metropolitan area as business needs require. Team Members will report to an assigned home-base community in the Washington metro area but should expect to support other locations throughout the portfolio. Approved business travel expenses will be reimbursed by Placemakr.
Your typical day
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Consistently provide an exceptional experience to all Placemakr residents and partners by delivering responsive, professional, and personalized service.
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Serve as the primary overnight point of contact for residents across multiple Placemakr-managed communities.
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Foster a "One Team" mentality by collaborating effectively with fellow property team members, contributing to a cohesive and supportive work environment.
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Maintain a safe, secure, and compliant environment by adhering to established Placemakr, client, and property-specific policies and procedures, including emergency protocols, attendance policies, conduct expectations, and escalation procedures.
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Offer support to team members in need and assist in the de-escalation of situations when required.
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Respond to resident communication in a timely, professional, and solution-oriented manner through approved communication channels while maintaining excellent grammar, punctuation, and professionalism.
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Demonstrate a strong sense of urgency in responding to resident questions, concerns, and service requests while ensuring effective follow-up and resolution.
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Monitor overnight operational activity across assigned communities and proactively escalate emerging issues that may impact resident experience or business continuity.
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Utilize maintenance, housekeeping, inspections, resident communication, and other operational systems accurately to facilitate smooth operations across all teams.
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Partner closely with Housekeeping, Maintenance, Security, Operations Leadership, and on-site property teams to ensure resident needs are addressed quickly, effectively, and within established contractual response timelines.
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Support operations across multiple Placemakr communities and travel between assigned locations as business needs require.
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Respond promptly and effectively to off-site, cross-functional Placemakr team members via Teams, email, phone, or other approved communication methods.
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Complete thorough and effective shift handovers at the conclusion of each shift to ensure seamless continuity of operations.
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Additional duties and responsibilities as assigned. At Placemakr, this phrase isn't a catch-all—it's the way we work.
What it takes
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1+ year of previous experience delivering excellent customer service in environments such as hospitality, retail, multifamily, or food & beverage.
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Previous experience communicating effectively (including utilizing proper grammar, spelling, punctuation, and a personable yet professional tone) with residents, team members, and partners, both verbally and in writing.
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Demonstrated ability to learn and utilize systems or technology (previous experience using a CRM or customer communication system is a plus).
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Comfortable supporting multiple Placemakr communities and adapting to changing operational priorities.
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Demonstrated ability to respond with urgency while maintaining professionalism and delivering effective solutions.
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Demonstrated ability to work independently, exercise sound judgment, and effectively prioritize competing responsibilities during overnight operations.
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Ability to handle sensitive and confidential information with professionalism, discretion, and integrity.
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Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
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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.
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You embody our Property Team Mission of Customer, Consistency, and Community (Norms).
