Customer Service Representative I

Job Description

SmartRent is looking for Customer Service Representatives to provide excellent customer service to our growing user base. This user base includes Property Managers, Leasing Agents, Maintenance Technicians, and everyday Renters. We pride ourselves in providing amazing support to our rapidly growing user base and strive to go above and beyond for our customers. We measure our team's success in terms of how responsive we are and how many expressions of gratitude we get from customers. You’ll play a crucial role in maintaining our friendly and personal rapport with our customers while our company scales in size.

Responsibilities

• Answer calls from our customers and identify initial issues.
• Successfully resolve customer requests via email, phone and chat while utilizing a varied set of ticketing, content and task management tools.
• Identify and task issues which require involvement from our Engineering, Sales, Billing, or other teams.
• Use and contribute to the development and maintenance of an internal knowledge base, ensuring up-to-date information and solutions are available for common issues.
• Add your own suggestions and efficiencies to improve our documentation, processes, and knowledge base; contributing to the success of the overall department.

Required Qualifications

• Prior customer service experience.
• Excellent written and verbal communication skills.
• An excellent work ethic and attention to detail.
• Ability to multitask and handle customer issues over the phone, chat, email, and messaging. 

Preferred Qualifications

• Prior experience taking calls directly from customers in a technical support capacity.
• Experience with support ticket systems (we use Zendesk + Intercom at the moment).
• Knowledge of Enterprise Hardware/Software or SaaS Solutions.
• Knowledge of Smart home devices and how to troubleshoot them.
• Bilingual (Spanish) is a big plus.

NOTE: Must be willing to work in our Scottsdale, AZ headquarters. We have a hybrid work environment and expect our team members to be in-office 3 days a week Tuesday-Thursday with Monday’s and Friday’s being remote. Office hours can be between 6:00 am-6:00 pm MST.

SmartRent offers a great career path for the ambitious individual who wants to learn, grow and acquire a number of highly valued technical skills.

The estimated pay range for this role is currently $17.50-$19.00 per hour. This range reflects base pay only and does not take into consideration bonus payments, benefits or retirement contributions which full-time employees are eligible for as well. Actual base pay is determined by experience, qualifications, skills and other job-related factors. This role is eligible for additional discretionary and incentive payment considerations based on company and individual performance. More details will be shared during the hiring process.

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