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Fetch Package is a leading provider of package management solutions for property management teams. We specialize in streamlining the resident package handling process, ensuring a seamless experience for both residents and property managers. As we continue to grow, we are seeking a dedicated Client Success Specialist I to join our team and help us maintain excellent client relationships by addressing and resolving client escalations promptly and professionally.
As a Client Success Specialist I, you will play a crucial role in ensuring our clients receive exceptional service and support. You will be responsible for handling client escalations related to resident packages or issues stemming from our delivery partners not having everything needed to fulfill their shift. In order to succeed in this role, the individual in this position should feel comfortable addressing concerns and finding solutions to maintain client satisfaction. This role requires excellent communication skills, attention to detail, and a commitment to delivering high-quality service.
What you'll do:
- Receive and document client escalations through various communication channels (phone, email, chat).
- Investigate and assess the nature and severity of each escalation as they arise.
- Collaborate with team members and relevant departments to gather necessary information to resolve the issue.
- Work closely with clients to understand their concerns and expectations in order to reach a resolution.
- Identify and implement appropriate solutions or escalate complex issues to higher-level support or management as needed.
- Ensure timely resolution of client escalations while maintaining a high level of professionalism and courtesy.
- Keep clients informed about the progress of their escalations and expected resolution timelines.
- Provide clear and concise updates, ensuring clients feel heard and valued throughout the process.
- Act as a point of contact for clients, answering questions and addressing additional inquiries.
- Proactively identify opportunities to improve client satisfaction and loyalty.
- Provide feedback and suggestions to the management team for process improvements and service enhancements.
What you'll need:
- High school diploma or equivalent; additional education or relevant certifications are a plus.
- Previous customer service or client support experience is preferred.
- Strong communication skills, both written and verbal.
- Excellent problem-solving and critical-thinking abilities.
- Ability to remain calm and professional in high-pressure situations.
- Strong attention to detail and organizational skills.
- Proficiency in using relevant software and tools for documentation and communication.
- Ability to work effectively in a team-oriented environment.
- Multi-family industry experience is very helpful, but not required; any experience working in property management will be seen as a bonus.
What we’ll deliver on:
- Competitive wage
- We understand life can get hectic, for that we offer the option to work remotely
- Just like we value hard work, we also value a great work-life balance with unlimited PTO
- We’ve got you covered with health, dental and vision benefits
- We want to keep time on your side, so we offer a 401k plan for employees
- Opportunities for advancement within the company
- Comprehensive training and ongoing development Supportive and collaborative team environment
At Fetch, we are always looking for awesome people to join our growing team. If you think you’re the right fit for this position, apply today. We’d love to hear from you!
Fetch is an equal opportunity employer, all applicants will be considered without discrimination on the basis of race, religion, national origin, age, sex, marital status, disabilities, gender identity or expression, sexual orientation, veteran status or any other characteristics protected by law.
About Fetch Package
Fetch is a last-mile off-site package delivery platform for apartment communities. We solve the package problem for property managers while adding a convenient amenity for residents.
Getting a package—whether it’s a meal plan, a hot pair of shoes, or a new couch is fun. We aim to keep it that way, because delivery happiness shouldn’t end with a lost package, a moldy perishable, or a box teasing you from inside a locked leasing office.
So we designed a solution that removes the package burden from property managers and gives residents a delivery experience worthy of their excitement. That is, we allow property managers to focus on their core business (not package delivery), and bring every package safely to its owner’s waiting hands.
