Resident Experience RTA Specialist

Customer Support Austin, Texas


Salary: Starting from $47,840/yr., depending on skill, education, and experience
Location:  Remote 
Schedule: Available to work five days per week which may include weekend days

About Fetch:   

Join the first off-site package management solution for apartment buildings. At Fetch, we communicate directly with apartment residents to coordinate door-to-door delivery, ensuring a stress-free and convenient experience. 

Fetch is a company of people taking care of people– just like our clients we take care of our employees. At Fetch, we’re very proud of the team we’ve assembled and are lucky to have a group of incredibly hard workers. If you think you’re the right fit for this position, apply today. We’re always looking for awesome people to join our growing team.

Our Opportunity:   

We’re hiring for a Resident Experience RTA (Real Time Adherence) Specialist who will support the Team Supervisors and the Sr. Resident Experience Manager in their day-to-day operational oversight. The RTA Specialist will ensure that on-duty team members are available in the appropriate channels and assist Fetch residents according to expectations, monitor applicable inboxes to ensure on-duty resources are allocated appropriately, ensure service levels are being maintained, support team members, and assist with resolving escalated issues.  The  RTA Specialist will also be expected to work incoming resident inquiries from any and all channels as needed.  As the RTA Specialist, you will report to the Sr. Resident Experience Manager and work closely with all team members to ensure that we are providing the absolute best experience to our residents and couriers, as well as ensure we are internally maintaining our standard of work and positive workplace culture.

What you’ll deliver on the job: 

  • Monitor all Service Levels and Agent Availability for applicable on-duty employees
  • Ensure that resources are being properly allocated to maximize productivity and meet basic service level requirements
  • Support the team and promote a positive work environment and culture
  • Be the liaison of communication to team members
  • Investigate and solve escalated issues that may arise by phone, text, email, chat, or other communication channels

Does your experience check these boxes?

  • Be Available to work full-time, five days a week. 
  • Must work Saturdays and Sundays   
  • Strong leadership abilities and desire to grow 
  • Have displayed strong and positive culture, communication, and accountability in past roles and responsibilities 
  • Willingness to go above and beyond where needed and support your team to the best of your ability
  • Proficient with technology and keeping up to date on team updates and changes
  • Strong de-escalation, investigation, and problem-solving skills
  • Excellent verbal and written communication skills

What we’ll deliver on: 

  • Benefit package available for full-time employees:
    • Medical, Dental, Vision, Flexible Spending Accounts, 401k, Life/AD&D/STD/LTD
    • Paid Vacation/Sick/Holidays

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.