Phone Support Representative
*Job Description*
This member of the Customer Success team will be responsible for assisting subscribers with onboarding and set-up as well as communicating customer feedback on self-help options such as help articles and product tours.
They will become a RentRedi subject matter expert and will be responsible for providing onboarding support, best practice coaching, retention, renewals, and, overall, creating an exceptional customer experience.
The Customer Success Specialist will not only proactively reach out to customers at prescribed times throughout the customer lifecycle, they will also coordinate with Sales, Marketing, and Support as necessary to best service our subscriber base.
Responsibilities:
- Assist customers with the onboarding and setup process. Includes one-on-one calls and meetings for a portion of new customers who are not actively moving through the onboarding funnel independently or are specifically requesting assistance. This role will also be a point of contact for customers with questions as they self-board to the software.
- Perform proactive calls to highlight features and benefits, educate current customers on proper app utilization, demonstrate the value of available app add-ons, document Landlord’s specific feature requests, and discuss upcoming releases so that customers know that we are continually striving to improve their experience with the RentRedi app.
- Proactively monitor and address high risk customer behaviors to improve KPIs, prevent churn and increase renewals.
- Handle incoming cancellation requests with the goal of resolving issues and hurdles and saving the customer.
- Stay up to date on all additions to RentRedi products, services, promotions, training materials, and referral program, in order to continually deliver top-notch service and support to our customers.
- Take on additional Customer Success responsibilities as needed.
Skills & Experience:
- Prior experience in a start-up or fast growth company is required/preferred
- 2 years prior experience in Customer Success or related roles within a SaaS company.
- Highly motivated self-starter with proven success in building strong customer relationships, successfully de-escalating issues, maintaining and retaining a book of business.
About RentRedi:
RentRedi is modern, end-to-end landlord software that streamlines self-management of rental properties to make financial freedom attainable. We are fast-growing property management software dedicated to growing our product, customers, and team.
For landlords, RentRedi provides an all-in-one dashboard that enables them to collect rent, list properties, screen tenants, sign leases, and manage maintenance. RentRedi has partnered with platforms including Plaid, Latchel, TransUnion, TSYS, Sure Insurance, and Realtor.com, and Doorsteps to create the best experience possible. For tenants, RentRedi’s easy-to-use mobile app allows them to apply, pay rent, report rent payments to credit bureaus, auto-pay, sign leases, and submit maintenance requests.
The problem we’re solving is plaguing 100,000,000 tenants and 20,000,000 landlords across the US. Traditional approaches have focused only on massive property management companies, leaving the majority of landlords and tenants with a renting experience neither enjoys – we’re changing that and making renting easy and enjoyable for everyone.
We are a hungry and humble VC-backed startup achieving 1000%+ growth and #1-rated landlord software for rent payments, supported by amazing investors:
- K1 Capital (Buildium),
- TIA Ventures (LeafLink, BentoBox, KidPass, & more),
- RiverPark Ventures (co-founder of Seamless; Via, InVisionApp, Petal, Candid & more),
- Tribeca ESP (ApartmentList, Fund That Flip, MasterClass),
- Ex-Managing Director of Blackstone, Managing Director of Angelo Gordon (created Chelsea Market), Ex-COO of Waltz (acquired by WeWork).
Benefits:
- Stock (RSA)
- 401k + up to 4% matching
- Commuter benefits
- Health
- Vision
- Dental