Customer Service Representative I
1 month ago
Founded in 2017, SmartRent, Inc. (NYSE: SMRT) is the leading provider of smart home and property operations solutions for the rental housing industry.
We're doing big things in the proptech world SmartRent has been recognized as a winner of HousingWire's Tech100 Real Estate awards in 2021, 2022, and 2023 for the most innovative tech company serving the mortgage and real estate industries; named on Deloitte's 2023 Technology Fast 500™ list of fastest-growing companies -and we're just getting started.
Job Description
SmartRent is looking for Customer Service Representatives to provide excellent customer service to our growing user base. This user base includes Property Managers, Leasing Agents, Maintenance Technicians, and everyday Renters. We pride ourselves in providing amazing support to our rapidly growing user base and strive to go above and beyond for our customers. We measure our team's success in terms of how responsive we are and how many expressions of gratitude we get from customers. You'll play a crucial role in maintaining our friendly and personal rapport with our customers while our company scales in size.
Responsibilities
- Answer calls from our customers and identify initial issues.
- Successfully resolve customer requests via email, phone and chat while utilizing a varied set of ticketing, content and task management tools.
- Identify and task issues which require involvement from our Engineering, Sales, Billing, or other teams.
- Use and contribute to the development and maintenance of an internal knowledge base, ensuring up-to-date information and solutions are available for common issues.
- Add your own suggestions and efficiencies to improve our documentation, processes, and knowledge base; contributing to the success of the overall department.
- Prior customer service experience.
- Excellent written and verbal communication skills.
- An excellent work ethic and attention to detail.
- Ability to multitask and handle customer issues over the phone, chat, email, and messaging.
- Prior experience taking calls directly from customers in a technical support capacity.
- Experience with support ticket systems (we use Zendesk + Intercom at the moment).
- Knowledge of Enterprise Hardware/Software or SaaS Solutions.
- Knowledge of Smart home devices and how to troubleshoot them.
- Bilingual (Spanish) is a big plus.
SmartRent offers a great career path for the ambitious individual who wants to learn, grow and acquire a number of highly valued technical skills.
The estimated pay range for this role is currently $17.50-$19.00 per hour. This range reflects base pay only and does not take into consideration bonus payments, benefits or retirement contributions which full-time employees are eligible for as well. Actual base pay is determined by experience, qualifications, skills and other job-related factors. This role is eligible for additional discretionary and incentive payment considerations based on company and individual performance. More details will be shared during the hiring process.
#LI-Hybrid
#LI-AV1
For our US employees, we offer 100% employer-paid medical coverage, flexible PTO (because we know how important work-life balance is), and competitive 401k and employee stock purchase plans to invest in your future. You'll fit right in if you:
- Do the hard work and go out of your way to deliver excellence
- Own outcomes and learn from your mistakes
- Are a collaborative and supportive team player; win or lose you lift others up
- Value authenticity, other's perspectives, and diversity in the workplace
- Have a passion for smart tech and the real estate industry
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