Inhabit is looking for a client support specialist to act as the primary contact for existing clients, resolving issues, answering questions, and providing training to improve customer experience and empower property managers.
Requirements
- Able to quickly learn systems, processes, and procedures, and grasp technical concepts
- Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
- Knowledge of the payments industry preferred
- Experience troubleshooting in a SaaS environment preferred
Responsibilities
- Develop deep understanding of the PayYourRent application - both customer facing and administrative side.
- Document application functionality as it relates to developing knowledge base articles and documentation to provide improved “self-help” for customers.
- Identifies reoccurring issues that need to be assigned to the dev team to determine root cause.
- Works closely with the product team to provide information as needed.
- Utilizes Intercom for ticketing based on proposed support processes, assigns and resolves tickets based on priority/severity.
- Demonstrates the ability to prioritize tickets based on impact to the client and the ability to respond based on impact to the business.
- Updates ticket categories accurately.
Other
- Primary contact for existing clients to resolve issues, answer questions, provide training and/or coordinate additional based on repetitive issues/questions.
- Demonstrates exemplary customer service by ensuring tickets are responded to efficiently based on priority/type of ticket and utilizing good communication skills…both written and verbal.
- Demonstrates ability to determine when a phone call with a client is required versus responding via email.
- This is more than just resolving issues. In this role, as the first point of contact for existing clients, the interaction with clients on a day-to-day basis and providing exemplary service contributes to customer experience.
- Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
- Excellent organizational, written, and oral communication skills
- At least two years in a customer service role
- A strong sense of urgency
- Detail oriented and a pattern of high level of accuracy
- A desire to learn, master and teach
- High School Diploma
- Full Time, Hourly, Non-Exempt
- Atlanta, Georgia (Hybrid)
