About Inhabit
Inhabit operates a unique collective of tech-forward companies serving the residential, commercial, and short-term rental industries. Our team members deliver best-in-class software solutions and services while fostering innovation and collaboration with business leaders and industry experts. Inhabit believes that property managers are central to the success of the residential and short-term rental markets and delivers products built to empower them, their investors, and communities. Come help build the company you want to Inhabit. To learn more, visit inhabit.com.
Job Description Summary
Primary contact for existing clients to resolve issues, answer questions, provide training and/or coordinate additional based on repetitive issues/questions.
What You’ll Do (Functions & Responsibilities)
- Develop deep understanding of the PayYourRent application - both customer facing and administrative side.
- Document application functionality as it relates to developing knowledge base articles and documentation to provide improved “self-help” for customers.
- Demonstrates exemplary customer service by ensuring tickets are responded to efficiently based on priority/type of ticket and utilizing good communication skills…both written and verbal.
- Demonstrates ability to determine when a phone call with a client is required versus responding via email. Sometimes it is necessary to talk to a person versus just sending an email. Shows they understand when it is time to escalate to get results.
- This is more than just resolving issues. In this role, as the first point of contact for existing clients, the interaction with clients on a day-to-day basis and providing exemplary service contributes to customer experience.
- Identifies reoccurring issues that need to be assigned to the dev team to determine root cause. Works closely with the product team to provide information as needed.
- Continues to look for ways to improve processes and works with the team to implement improvements.
- Utilizes Intercom for ticketing based on proposed support processes, assigns and resolves tickets based on priority/severity. Demonstrates the ability to prioritize tickets based on impact to the client and the ability to respond based on impact to the business. Updates ticket categories accurately.
- Participates in daily stand-up discussions to share knowledge, to initiate help with issues that are presenting a challenge, etc.
