Resident Support Agent - Customer Experience

Customer Experience (CX) Resident Support Agent

Fetch is a fast-growing, venture-backed company transforming the way multifamily communities manage essential amenities. Founded to solve the challenges of package delivery, Fetch has expanded its offerings into four core services: Package Delivery, Valet Trash, Fetch Market, and Fetch Storage. From our local facilities, we ensure secure, convenient, direct-to-door delivery for residents while streamlining operations for property teams. Our valet trash service provides simple, community-wide waste solutions. Fetch Market offers direct-to-door 24/7 delivery of everyday essentials, giving residents unparalleled convenience. Fetch Storage extends our mission by offering secure, flexible storage options tailored to multifamily living. Operating in communities across the U.S., we are tackling complex logistical challenges every day, from last-mile delivery to amenity innovation, while creating seamless living experiences for residents and measurable value for property managers and owners. With substantial growth ahead, Fetch continues to shape the future of multifamily living by combining technology, logistics, and hospitality into one cohesive platform.

As a Customer Experience (CX) Resident Support Agent, you will be an essential part of our mission to deliver exceptional service to our clients. Your role is integral to bridging the gap between our customers and the company, ensuring that every interaction is positive and productive. You will be the first point of contact for our customers, addressing inquiries, resolving issues, and providing information about our products and services. This position demands a compassionate and patient personality, coupled with excellent problem-solving skills to navigate various customer scenarios. You will be responsible for maintaining a high standard of communication, both verbal and written, and using various tools and platforms to manage customer interactions efficiently. Our ideal candidate thrives in a fast-paced, high-growth work environment and is passionate about providing a stellar customer experience. The support agent will work closely with various teams to identify customer needs and advocate for customer feedback, playing a key role in enhancing our services and products. By fostering positive relationships and ensuring customer satisfaction, you will contribute to our overall success and help us maintain our reputation as a leader in the industry.

What You'll Do:

• Proven ability to de-escalate high-tension situations with empathy and poise.
• Ability to navigate logistics-based challenges, including delivery windows, courier coordination, and location-based troubleshooting
• Manage the full lifecycle of a resident's issue, from the initial "where is my package" inquiry to the final delivery confirmation.
• Navigate between chat, email, and inbound calls, as well as internal channels
• Ability to navigate logistics-based challenges, including delivery windows, courier coordination, and location-based troubleshooting.

What You'll Need:

• High school diploma or equivalent; additional education in customer service or a related field is a plus.
• Proven experience in a customer service role, preferably in a support capacity.
• This role is a remote, work from home position; you will need a dedicated working area.
• Excellent verbal and written communication skills with a keen attention to detail.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to work effectively in a fast-paced environment and manage multiple tasks.
• Proficiency in using computer systems and customer support software.
• Flexibility to work various shifts, including evenings and weekends, as required.

$17 - $19 an hour

What We Offer:

• Competitive Pay Earn a solid wage for the hard work you put in every day
• Health Benefits That Matter Medical, Dental, and Vision coverage to keep you feeling your best
• Financial Support 401(k) options plus AD&D, Short-Term, and Long-Term Disability coverage
• Paid Time Off (PTO) Earn time off as you work, giving you paid time to rest, recharge, and take care of what matters most
• Active Work Environment Stay on your feet, stay moving, and skip the desk life

Fetch is an equal opportunity employer, all applicants will be considered without discrimination on the basis of race, religion, national origin, age, sex, marital status, disabilities, gender identity or expression, sexual orientation, veteran status or any other characteristics protected by law