Customer Experience Specialist I

Are you a Customer Experience wiz looking to get out of the traditional service industry and into a tech startup on an incredible growth trajectory? Unlock your potential and make an impact at TurboTenant! You’ll enjoy autonomy and feel the energy of working with team members across the company to serve our landlords and renters.

As a Customer Experience Specialist I, you’ll be supporting our users with product guidance, and gaining a frontline perspective to empower the rest of the organization to make our software better.

Within this role you will:

• Be the voice of TurboTenant. Build relationships with our Landlords and Renters and advocate for them via chat, email and phone support. 
• Work with others to participate in the gathering and implementation of new ideas so we can level up the support we’re providing Landlords and Renters.
• Embrace change. We are a startup, which means change happens quickly and often!
• Educate TurboTenant Landlords to understand the benefit of our software and services. Spend time understanding their needs and goals, so they convert to sign-ups and ultimately to satisfied customers.
• Spend time understanding users' needs and goals to drive sign-ups, increase ARR conversion, and create satisfied customers. 
• Take ownership of customer issues by asking questions, anticipating problems, and solving them while prioritizing and addressing their specific needs effectively.
• Set high standards for yourself as you support TurboTenant users being proactive, empathetic, taking ownership, and continuously improving in your role.
• Operate according to TurboTenant’s values and the CX Team’s principles, both internally and externally.
• Influence users to adopt additional features of our platform, as they align with our company vision for 2025.

To be successful in this role, you must:

• Have a history of Online Customer Service, and you are comfortable in a fast-paced, high-volume work environment.
• Possess strong telephone skills, including effective communication, interpersonal abilities, professional phone etiquette, and proficient call management techniques.
• Have a strong desire to do great work, as well as an evident enthusiasm for helping our users.
• Enjoy working with others and providing feedback to make positive changes.
• Have the ability to retain information quickly and juggle multiple tasks at once, while remaining organized and adaptive.
• Be technologically adept and possess basic software knowledge (Google Workspace, Microsoft Office, Slack, Zoom)
• Have a heightened attention to detail that can be used to ensure any issue or concern a user is experiencing is addressed and resolved.
• Enjoy helping others troubleshoot technical issues, determining the root cause, and resolving the issue.
• Enjoy exhibiting true empathy through written and verbal communication.
• Enjoy building relationships with customers while allowing them to build trust in you and TurboTenant.
• Enjoy being challenged to achieve individual goals, as well as team goals.

TurboTenant is located in Fort Collins, Colorado - consistently voted one of the best places to live. Face-to-face time is an important aspect of the TurboTenant culture. This is a full-time hybrid role and you will be in the office 2-3 days a week.

To be considered for this position, you must be able to work weekends on a regular basis. We also ask that you have a flexible schedule for times when we need to adjust shifts due to staffing.

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