Customer Service - 14th Employee at Rapidly Growing Startup

Airenvy Customer Service

Your role will be integral to the success of our company. You will interact with customers, solve problems, and develop best practices. Specifically, you would be responsible for performing the following tasks to the highest standards.

• Respond to customer requests and in a timely, friendly and efficient manner
• Develop resolution processes and communication templates for resolving common customer problems
• Think bigger picture. Be proactive in seeking solutions that use technology and process to improve customer service overall

• Ensure a high level of product knowledge of Airenvy, including, but not limited to, system functionality and property management practices
• Assist fellow team members and other departments wherever necessary to maintain positive working relationships

Experience Preferences:

• At least 1-2 years of Customer Experience
• Extra points for Customer Service in Hotel or Hospitality Roles
• Customer Service Agents must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests and hosts.
• Ability to develop processes
• Ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.

Physical requirements:

• Must be flexible and long hours sometimes required

Mental requirements:

• Clearly and pleasantly communicate in English, both verbally and in writing. Must be able to convey information and ideas clearly.
• Must be effective at listening to, understanding, and clarifying the issues raised by customers or co-workers
• Must be able to evaluate and select among alternative courses of action quickly and accurately. Must maintain composure and objectivity while under pressure or during stressful situations.
• Must possess strong interpersonal skills. Must enjoy interacting with customers via phone and email using friendly etiquette.
• Strong interpersonal

Skills & Knowledge

Technical:

• Utilize our proprietary Property Management System to perform the following:
• Search for customer or property details
• Create notes and logs ensure all customer requests are met and maintain detailed records of resolution
• Create and review metrics and reports
• Use CRM and customer support platforms for handling and tracking customer requests

Administrative:

Requires problem solving and initiation of less clearly defined job activities. Makes relatively complex decisions regarding resolution of customer complaints. Decisions are made within broad procedural guidelines.