Member Account Manager
4 weeks ago
We believe in a world where homes are owned by regular people. Our mission is to provide authentic belonging experiences, empowering residents to become homeowners and homeowners to be financially free.
Belong is changing what it means to rent a home by putting people first. It’s where hospitality meets consumer real estate—and it’s about to redefine an entire industry. We’re backed by Andreessen Horowitz (a16z), GGV Capital, Battery Ventures, and Fifth Wall just to name some of our all-star investors.
The Opportunity:
We are looking for a Member Account Manager/Escalations Lead to join our growing team at Belong
You will be responsible for supporting Belong members (homeowners, residents) through phone, email, and chat in delivering 5-star experiences. You will own a portfolio of homes throughout their lifecycles which will include communication requests, renewals, and turnovers for both homeowners and residents.
You will own escalations for your portfolio, aiming to make the pie bigger for all stakeholders in your solutions vs a zero-sum game of the old landlord-tenant dynamic. You will provide surprise and delight moments throughout the active lease through personalized relationship building with your Members via phone and email.
You’ll have a direct impact on our growth by providing a sense of belonging to our members by putting people first and being part of the redefinition of an entire industry.
Who You Are:
You have a positive attitude. You’re a “glass half full” type of person who will see a challenge as an opportunity to grow and will have fun while learning new things.
You enjoy being customer-facing. You believe your customers come first.
You embody a servant leadership style where you feel satisfaction in being in the service of others.
You get intrinsic joy from helping customers work through escalated issues and helping get to creative resolutions that are a win-win for all parties.
You are an energetic, kind, and motivated person who displays a high level of emotional intelligence.
You are a relationship builder. You enjoy getting to know your accounts and what is of value to them to offer a consultative approach.
You are a problem solver and are eager to have direct involvement in developing new processes and automation for the company as a whole.
You have superb verbal and written communication skills
You have excellent interpersonal skills and find joy in interacting with customers and your team
You are willing and able to learn quickly and adapt to process shifts
You do thorough work and are organized in the way you manage your workload to multitask when necessary and meet deadlines.
What You'll Own:
Act as a pivotal communication and support nexus for homeowners and residents.
Creating experiences for all Belong Members that will leave a positive lasting impression and increase our Member CSAT and NPS metrics.
A clear understanding of the functions of each department in order to solve callers’ questions in a single call, chat, or email interaction.
Supporting Belong’s growth by developing new skills, wearing new hats, and participating in cross-functional projects when needed.
Ensure customer retention and satisfaction by managing communications, swiftly resolving queries, and providing a consistently informed and excellent experience throughout their engagement with Belong.
Have the ability to de-escalate difficult situations using exceptional communication skills.
Cultivate community-building initiatives for residents and homeowners; using your creative flair to reimagine the ideal rental experience
Experience You'll Need:
Minimum of 3 years customer service experience
At least 1 year of escalation experience
Detail-oriented, thorough, and organized
Exceptional client-facing background
Ability to organize work, handle multiple tasks, and meet deadlines.
Strong written and verbal communication skills
Proven problem-solving and multi-tasking ability
Strong relationship builder
Demonstrate a high level of emotional intelligence in both internal and external interactions
Comfortable solving business challenges internally and externally
Fluent in Spanish- nice to have
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