ABOUT BIRDWATCH PBC:

Birdwatch exists to simplify the lives of modern homeowners. We put people at the center of all we do – our clients, our staff, and our communities. It's a recipe for success. Our one-of-a-kind service takes the hassle out of homeownership. We coordinate preventive maintenance, handle repairs, and assist owners in making improvements to their homes. Birdwatch builds on the 14-year track record of the well-known and loved property management company Flock DC. We are committed to taking exceptional care of our clients, their properties, our community, and, most importantly, our team members.

Our model is one of accountability and trust. We work to earn that every day. In providing a reliable service built by exceptionally talented, fairly compensated staff, we believe our clients are much better off in the long run.

THE OPPORTUNITY:

At Birdwatch, our customized, virtual Onboarding Process is crucial for welcoming new members and familiarizing them with our services and unique, high-touch engagement model. Our Onboarding Team members are broadly versed in all major home systems and components, often coming from backgrounds as home inspectors, general contractors, or skilled handy-persons. They possess the confidence and energy to effectively engage with our members, preparing them to fully embrace their homeowner journey with enthusiasm. As the initial "post-sale" interaction, making a strong first impression is paramount.

Onboarding sessions typically last about 60 minutes. During this time, we explain the Birdwatch engagement model, delve into the member's home care experiences, review and refine their home maintenance "to-do" list, and engage in informative/productive discussions about preventive and routine maintenance services and solutions. The session culminates in a clear action plan with specific scope elements identified for upcoming service visits, and a buy-in on their personalized HomeCare Plan. This exercise demands patience, humor, active listening, and real-time problem-solving, incorporating elements of sales, advice-giving, and relevant storytelling to convey our message and emphasize how to best maximize the impact and value of their Birdwatch membership.

Beyond these foundational aspects, the role focuses on understanding what is preventing our members from loving their homes, identifying both successes and challenges. It requires an equal blend of technical knowledge and relationship-building. This position is also vital because you interact with members early in our relationship, establishing the tone for our attentiveness, professionalism and service. First impressions truly matter, as our objective is to go well beyond the tactical, episodic break-fix and cultivate “delightful”, long-term member relationships for decades.

WHAT’S IN IT FOR YOU?

Our membership is growing fast, and we need to add more of these critical team members for episodic, part-time work. Schedules are flexible, and career opportunities are available.

We are fanatical about customer service and building a terrific place to work. We’re eager to meet highly talented candidates who want to make a difference in our members’ lives, who want to be valued in doing impactful work, and who want to be part of expanding our company culture. Our team is our greatest resource and we do everything we can to take great care of them, the same way we do our members’ homes.

Salary: $50-60 per hour

Work Hours: The full onboarding process can take up to 2-3 hours including meeting prep, HomeCare Plan creation, virtual Onboarding Session facilitation, documentation, and follow-up. Appointments are generally scheduled during normal business hours, Monday to Friday 8:30am - 5:30pm EST (unless you have other preferred times that we make available to members). The work can be done remotely and does not require travel to homeowner sites or Birdwatch facilities.

WORK DESCRIPTION + RESPONSIBILITIES

We want and need amazing customer experiences. So what is success in this role?

People Skills: Technical/Home Maintenance knowledge is the baseline, but as a great candidate you would have strong communication skills (verbal and written), easy-going confidence, and the ability to quickly build rapport. The ability to “read the room” is key, so EQ is a must.

Contracting Specialization: Many great candidates are past/current home inspectors or general contractors, but the fundamental need is a broad-based understanding of residential housing, core systems, and home maintenance standards (including typical maintenance cycles, life expectancy of Appliance/HVAC/Mechanical systems, etc.). Having a wide breadth of experience in the trades enables our Onboarding Specialists to speak generally and confidently about the many parts of a home and multiple, potential options for addressing issues, tackling challenges, or exploring the art of the possible.

A Perfect Flight Route for Birdwatch: As we always say in interviews, this team is great. Servant leadership from the top along with an empathetic group of technicians (while the work is always challenging) keeps everyone motivated to be their best selves.

Examples of a successful Home Evaluation specialist would include:

• Curiosity
• Being a good listener and being patient
• Detail-oriented and able to use technology both during and outside of actual Onboarding Sessions.
• At home in the world of virtual meetings/interactions, conveying personal presence and engagement with a broad/diverse assortment of colleagues and customers.
• Comfortable breaking the ice, building rapport, sharing insights and relevant real-time information and findings in a professional, confidence-inspiring manner.
• Forward thinking, gathering and documenting critical highlights of homeowner’s issues and aspirations to create a seamless, frictionless member experience (displaying we are “tuned into” the property and how/what to look for).
• Empathy towards one's colleagues and always going the extra mile to see if folks need support especially when there is time in the calendar.
• Over-communicating and always asking questions, but also creating clarity. A step further, identifying an issue and offering a solution for the homeowner or fellow team members to consider.
• Ability to identify or anticipate potential safety concerns or other perceived constraints.
• Identify and explain routine and preventive maintenance options that apply to each individual property.

THIS POSITION EXISTS TO:

Ensure every new Birdwatch member begins their homeowner journey with confidence, clarity, and enthusiasm by delivering an exceptional, high-touch onboarding experience. This role exists to guide members through our virtual Onboarding Process, helping them understand the Birdwatch engagement model, reviewing their home maintenance needs, and collaboratively developing a personalized HomeCare Plan. Onboarding Specialists combine technical knowledge of residential systems with strong interpersonal skills to identify challenges and opportunities, provide actionable guidance, and establish trust from the very first interaction. By making a positive and lasting first impression, this position sets the tone for long-term, delightful member relationships, fosters a seamless member experience, and supports Birdwatch’s mission of proactive, thoughtful home management.

WHAT DOES SUCCESS LOOK LIKE IN THIS ROLE?

Success in this role means creating exceptional first impressions that set the foundation for long-term, trusted relationships with Birdwatch members. You consistently deliver engaging, thorough, and personalized onboarding sessions that leave members confident, informed, and excited about their HomeCare Plan. You actively listen, ask insightful questions, and clearly document each homeowner’s needs, aspirations, and maintenance priorities. You demonstrate strong technical knowledge of home systems while communicating with empathy, patience, and professionalism. You leverage technology effectively to manage sessions, follow up promptly, and ensure a seamless experience for members and colleagues alike. Finally, success is measured by your ability to anticipate challenges, provide solutions, and contribute to a culture of excellence, collaboration, and delight in every interaction.

LET’S SOAR:

Birdwatch is a Public Benefits Corporation (PBC). We are committed as a corporation to advancing homeownership as part of our governing instruments. We believe in the power of building equity as a homeowner and, in particular, the need for BIPOC buyers to increase their access to home ownership. We will fund the birdSEED foundation as part of this commitment. birdSEED is a housing justice fund that makes no-strings down payment grants to first-time BIPOC home buyers. birdSEED is active in Washington DC and expanded to Philadelphia in 2022.

Birdwatch is in the business of abundance for all. We endeavor to advance a more just and equitable world for everyone. We believe the social impact is a measure of profitability. As servant leaders, we tend to all of our stakeholders, including our team, our partners, and our communities. We believe in delivering excellence and having a positive impact on the world around us.