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Onboarding Specialist

Our Onboarding team is looking for a talker who likes to teach brand new customers (by video call) how to get started with OwnerRez, what to expect, and how to navigate the pages and settings. 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

As an Onboarding Specialist, you will be responsible for communicating with clients about everything OwnerRez. You will be responsible to help new users onboard their properties and set up their OwerRez account. You will also be doing daily video calls with new users to review their accounts and answer any questions that they have. With increased experience come additional responsibilities of responding to customer support tickets and other inquiries. This is a work-from-home position. OwnerRez is a fast-growing tech startup with many higher opportunities inside the company, and a track record of internal promotion.

Experience with OwnerRez or STR software strongly preferred. Applicants will receive training as necessary.

Full time positions receive the standard corporate benefits package.


Responsibilities and Duties

  • Configure OwnerRez accounts using data available online, provided by the client, and following corporate policies.
  • Respond to support tickets from clients.
  • Collaborate with other team members.
  • Live interaction with clients via email, phone calls and video conferencing.
  • Perform live account reviews via video conferencing, assisting new clients with account setup.
  • Attend company meetings online via video conference.
  • 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.

As you gain knowledge and experience, you will have the opportunity to be recognized as a subject-matter expert in the various aspects of OwnerRez, assisting more junior staff in those areas, as well as presenting online group training sessions for our clients.


Required Qualifications

Courteous, friendly demeanor with excellent communication skills

High-speed internet and quiet, private workspace (within USA timezones)

Must be comfortable making phone calls and leading client video calls

Applicants must be detail-oriented without being obsessive

Applicants must be able to handle dynamic situations without undue stress

Applicants must be able to apply their intelligence tempered by experience to new situations not previously encountered


Nice To Have

Experience with OwnerRez or STR software

Basic understanding of HTML/CSS

Previous experience in customer-facing roles


Will I Fit In Well? Yes, if...

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.

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 need, and also solving their problems that may have gone unsaid.

You love to write. The primary mode of support and interaction with clients and colleagues is via written communication.

You’re professional and courteous in presentation. We try to keep videoconferences to a minimum, but there are some issues that just can’t be resolved any other way.

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 alone.

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 love to set 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

  • $41.5k - $52k, 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
Read about the benefits we offer

How To Apply

This position has been filled, but you can check our careers page for any currently open positions.

1. Please complete these intake questions in our online form:

[The link will be provided when the position becomes available.]

This includes uploading your resume.

2. Please complete the testing here:

Test for Communication, Attention to Detail, Understanding Instructions -- should take about 40 minutes.

[The link will be provided when the position becomes available.]

Only applicants who live within a USA timezone (or nearby) will be accepted.  Must be online during business hours of 9am - 2pm Eastern (UTC-5) and 3pm on Thursdays.

Applications without a completed test will not be considered, so your name and email address need to match both the form and the test.

If you pass the initial review, you will be asked to interview.

After the interviews are finished, a shortlist of final applicants will be assembled.  It may take a few weeks before the final applicant list is assembled, so we appreciate your patience.

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