Property Management Customer Success Representative

4 weeks ago

Phoenix, United States LOFTY INC. Full time

Description:
LoftyWorks is a comprehensive prop-tech software solution that simplifies property management through various tools, including CRM automation and customer communication. It facilitates efficient operations, property portfolio management, and offers top-tier financial management, with seamless integration with Xero. Developed since 2019, LoftyWorks is a result of collaboration between Lofty, a major US prop-tech company, and a prominent UK outsourcing firm. It combines the extensive experience of both companies to bring the best practices from the UK and US real estate sectors into one platform.
- *This role is located in the United States*_

**Job Duties**
- Onboarding new clients onto our property management software (PMS) by providing technical assistance and guidance.
- Ensuring a smooth transition for clients during the onboarding process, addressing any technical issues or concerns promptly and effectively.
- Providing ongoing support to clients, assisting with software usage, troubleshooting technical issues, and resolving queries in a timely manner.
- Proactively engaging with clients to understand their evolving needs and challenges, and providing tailored solutions and recommendations.
- Collaborating with internal teams to escalate technical issues and feedback from clients, contributing to product improvements and enhancements.
- Building and maintaining strong relationships with clients, acting as a trusted advisor and advocate for their success with our software.

**Requirements**:

- Minimum of 2 years of experience working within a property management team for a real estate agent/broker.
- Experience in property maintenance, lease management, accounting, door growth, and familiarity with property management software (PMS) is essential.
- Minimum of 2 years of experience as a customer service representative, preferably in a support role for a product or service.
- Proven track record of delivering exceptional customer service, meeting KPIs, and utilizing contact management or ticketing software.
- Experience working with global teams across multiple time zones, demonstrating adaptability and effective communication skills in a diverse environment.
- Skills Required:

- Proficiency in IT with strong software skills; ability to adapt and learn new software packages quickly.
- Customer-focused approach with the ability to effectively communicate and engage with various customer types.
- Excellent multitasking abilities, capable of managing multiple customers and tasks simultaneously.
- Strong listening skills, coupled with the initiative to proactively engage with customers regarding their business and property management needs.
- Exceptional written and verbal communication skills in English.
- Additional training and qualifications in property management are preferred.

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