Customer Support Specialist at TurboTenant in Fort Collins, CO

Summary: TurboTenant is a tech startup simplifying the rental property management process through an elegant software platform. The Customer Support Specialist will engage with landlords and renters, providing product guidance and support while advocating for user needs to enhance the overall service. Responsibilities: - 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 Required Qualifications: - 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 - Be able to work weekends on a regular basis - Have a flexible schedule for times when we need to adjust shifts due to staffing Required Skills: Online Customer Service, Telephone Skills, Technical Troubleshooting Important Skills: Google Workspace, Microsoft Office, Slack, Zoom Nice-to-Have Skills: Empathy Benefits: Competitive compensation package, 22 days of PTO during the first year increasing with tenure, Annual bonus based on company performance, Equity - an owner’s mindset is a big part of being a member of the TurboTeam, Comprehensive medical, dental and vision plans - with multiple plans covered at 100%, 9 paid holidays per year + a paid day off for your birthday, 401k Matching, Annual bike tune-up reimbursement