Engagement Specialist
Our engagement team is seeking someone who is comfortable talking on the phone (and in person) to customers, answering support questions, doing feature demos, and creating happiness through verbal communication. Oh, by the way - you can live anywhere (within USA timezones) and we have great benefits.
This position has been filled, but you can check our careers page for any currently open positions.
Job Overview
Engagement Specialists are responsible for creating and maintaining lasting customer relationships by acting as the primary point of contact between the business and its customers. Their role is to provide quality customer service, ensure initial client expectations are properly set, and to allocate the proper resources to solve complaints and issues.
Your training will start out working with our onboarding team, working to set up fully functioning accounts with clients’ property data. This gives you an intimate working knowledge of our software so that you can be better equipped to fully engage with the client. With increased experience comes additional responsibilities of responding to customer support tickets and scheduled support calls, moving into the Engagement Specialist role proper.
Responsibilities and Duties
Engagement Specialists are responsible for creating and maintaining lasting customer relationships by acting as the primary point of contact between the business and its customers. Their role is to provide quality customer service, ensure initial client expectations are properly set, and to allocate the proper resources to solve complaints and issues.
Answer pre-sales questions via multiple communication channels, such as email, phone calls, and video chats.
Identify and qualify incoming sales opportunities and document client information into the Sales Accounts Database.
Follow up with account closures to ascertain the reasons for closing their account and attempt to resolve any issues that could possibly salvage the relationship.
Collaborate with other colleagues to manage large accounts.
Analyze customer trends found during engagements and report back to both supervisors and the development team any feedback received from clients on suggestions for improvement.
Attend company meetings online.
Maintain frequent contact with management and colleagues using online productivity tools.
Other duties as assigned by management.
Occasional travel opportunities may be available but will not be required.
Qualifications
- Excellent communication skills, both written and verbal, are required.
- Previous experience in customer-facing roles is not required but is preferred.
- Experience with OwnerRez or property rental systems is preferred but not required. Applicants will receive training as necessary.
- Applicants must be courteous, friendly and professional.
- A high-speed Internet connection and quiet, private place to work is required.
We believe giving the best support to our customers is important, and it takes considerable time for anyone new to be able to reach that standard. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to OwnerRez customers.
Will I fit in well? Yes, if...
You're comfortable talking on the phone, by video conference, or in person. You will be making a high number of phone calls and must be comfortable in doing so.
You’re highly skilled in customer service. We’re looking for at least 1-2 years experience in technical customer support, or, 1-2 years in a technical/engineering position or training and also 1-2 years doing non-technical customer service. A sales background is preferred, but not necessary, as you will need to know how to handle objections and identify opportunities.
You're empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.
You obsess over the details to make sure you haven’t missed anything useful - to the clients, or to your future colleagues who’ll need to respond to the client next time they ask for help.
You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific needs, and also solving their problems that may have gone unsaid.
You’re professional and courteous in presentation.
You're persistent. Support at OwnerRez is much different than at many software companies. It's not just the same questions over and over again - sure, we get those, but we try to engineer our way out of them so they don’t have to be asked. Most questions involve researching technical nuances of our service, because the easy questions are already well documented. You love the opportunity to solve new problems every day, and won't just give up when you don't know the answer right away. You aren’t afraid to ask for assistance instead of stumbling blindly on your own.
You love doing things efficiently. The whole purpose of OwnerRez is to have a massive efficiency impact on our clients’ businesses, and we want our internal operations to be the same. We believe in systems and processes that let us scale our impact to be larger than ourselves. If something is manual and repetitive, something needs to be done to change that, which means communication is essential.
You are comfortable with setting your own course. At OwnerRez, we keep meetings to a minimum because we need to spend our time making things happen. Most of the time, you get to make things happen yourself without someone saying so.
Compensation
- $46.8k - $57.2k, willing to negotiate based on OwnerRez or STR experience
- Fully paid health benefits
- Unlimited PTO policy, subject to team schedule and needs
- 100% telework-from-home
- Travel rare if ever, may do annual get-togethers
How To Apply
This position has been filled, but you can check our careers page for any currently open positions.
Click the following link to take a QA assessment hosted by TestGorilla:
[The link will be provided when the position becomes available.]
Once you have taken the assessment test, please fill out this form. [The link will be provided when the position becomes available.]
Only applicants that live within a USA timezone (or nearby) will be accepted. Must be online during business hours of 10am - 3pm Eastern (UTC-5). Exceptions may be made depending on applicant time zone and personal situation.