Customer Service Specialist

Preferred location: LA, GA, DE, TX

Compensation: $40,000- $45,000 annual salary

Perks & Benefits:

• Full-time Work From Home Role

• Flexible Work Schedule within remote work from home policy

• Vacation - 10 paid days per calendar year (prorated based on start date)

• Wellness Days - 5 paid days per calendar year (prorated based on start date)

• Paid Holidays (New Year’s Day, MLK Day, Memorial Day, Independence Day, Thanksgiving Day, Christmas Day)

• Corporate Cell Phone (if required for role) and Computer (Mac or Laptop)

• Internet/Tech Stipend

• Occasional company paid and sponsored business travel

• Complimentary Membership in the Multifamily Movement program

• Opportunity to earn performance bonuses

About this Position
The Customer Support Specialist is a critical role in the customer experience. Prospective and new customers often have their initial human interaction with our company through our customer support team. Therefore, the care, attention and support provided through this role has a major impact on whether prospects become customers and whether they stay engaged and delighted once they are a part of our community. Our Customer Support Specialist must be able to maintain a positive attitude, communicate effectively in both verbal and written forms, and epitomize our belief that while the customer is not always right, we engage with them righteously by being honest, straightforward, and resolving issues in a way that attempts to preserve the customer relationship… even when we cannot give them what they want.

The principal role of the Customer Support Specialist is to assist Multifamily Movement with improving customer retention, ensuring a positive member experience, managing the customer support platform and generally improving Customer Service business systems, operations, and logistics in support of the Multifamily Movement.

We expect the incumbent to support the organizational mission, vision, and values by exhibiting the following behaviors: excellence and competence, commitment to the business, operations accountability, and ownership of work output with an entrepreneurial mindset. It is the expectation that all employees are collaborative with all departments and other employees by sharing innovative ideas and institutional
knowledge.

Essential Functions

Customer Service and Member Support

• Perform as the primary customer support representative and field Customer Service inquiries received from all program systems and program CRMs, assigning tickets to other team members as appropriate.

• Work with 3rd party vendors and platforms as assigned on behalf of customers and MFM leadership to address inquiries concerning the system operation and/or customer experience of those in the Multifamily Movement. Work to resolve these issues, escalating inquiries as necessary to the appropriate MFM leadership along with potential resolutions.

• Respond or resolve customer support issues received via community members communication platforms on behalf of MFM leadership.

• Assist the Billing Specialist with outreach and follow-up on billing issues to address backlog, in times of high call volumes, or extended absence of Billing & Retention Specialist as needed.

• Respond appropriately to inbound inquiries about program enrollment

• Provide live chat support during times of low ticket volume.

Support Desk Operations

• Update canned responses, wiki, and other predetermined content when necessary to reflect current policies, procedures, and pricing.

• Support the integration and implementation of any new technology used for customer support.

• Create and update standard operating procedures as needed and communicate changes to other users of the support desk.

• Train new customer support team members and other employees who may receive escalated support tickets on the use of all customer support technology.

• Attend relevant programming and administrative meetings with 3rd party vendors to assist in the success of project/system/technology migration when requested.

• Provide feedback to assist 3rd party vendors in addressing issues concerning automations or process fluidity.

• Provide critical feedback on the support function with 3rd party vendors to refine the backend systems to improve the Multifamily Movement member experience.

Administration

• Work collaboratively with other customer support team members to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.

• Assist in the hiring and on-boarding of customer support team members.

• Identify new strategies to support the customer experience and success of the Multifamily Movement.

• Attend the weekly team meeting and report on KPIs and be prepared to share wins and challenges with potential solutions.

• Work to compile data for KPI reporting on behalf of the members, staff, and MFM organization that reflect the Customer Service member support experience and overall service performance and provide information for process improvement, effectiveness, and efficiency.

• Attend any additional designated team or one-on-one meetings.

• Attend semi-annual team retreats in person unless it is virtual.

• Inform management 10 business days in advance if meetings or timelines for deliverables can’t be met.

• All other duties as assigned by management or MFM leadership team.

Job Requirements

● A minimum of two years prior experience in a customer support/service role.

● A minimum of one year prior experience using customer support technology to engage with customers.

● Familiarity with various online customer support platforms or the ability to learn such platforms as Infusionsoft, Kartra, FreshDesk, ZenDesk, Facebook Groups.

● Experience with various platforms such as Pages or Word, Numbers or Excel, Keynote or PPT, Google Docs & Spreadsheets.

● Excellent written and verbal communication skills.

● Aptitude for multi-tasking. Exceptional organizational, time management, and problem-solving skills.

● Must be able to work cooperatively and efficiently in a team.

● Ability to present information in a clear and confident manner.

● High level of professionalism and discretion with handling sensitive information.

● Ability to spend the entire workday on the computer and/or phone.

● Ability to maintain a positive attitude and demeanor when faced with difficult situations or people.

● Ability to work independently and collaboratively.

● Willingness and ability to attend periodic meetings and company events at other locations throughout the country (at the expense of the company).

Work Environment

This position is a work from home role and job duties will be performed in the location of the employee’s choosing, either in a home office or co-working space (at the employee’s expense). A private, professional, and confidential space must be available for meetings, calls etc.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. The employee in this position will use their hands, wrists, and fingers for typing and working on the computer. They will be required to sit or stand for extended periods of time, while using a computer and/or phone for the duration of their workday. The incumbent must have strong vision abilities as the role will require extended screen time and long hours on the computer. Occasional travel to company events will be required and may include walking and stair climbing; building accessibility cannot always be guaranteed when traveling to clients or special events.

Position Type/Work Hours

This is a regular, full-time exempt position. Work hours are flexible and are prioritized to meet the needs of the organization and therefore may require that some duties are completed on specific days and times. A typical work schedule will be set between the hours of 8:00 a.m. and 10:30 p.m. EST Monday through Friday. Weekend work schedules may be accommodated if the company’s needs can be met while doing so. Weekend work hours will be limited to 8:00 a.m. to 5:00 p.m. EST. There may be other occasional evening or weekend hours required. Full time employees are expected to work 40 hours per week. The employee is expected to be available in a combination of audio and visual formats when performing work.

Travel

Occasional travel may be necessary for business and team events. The person in this role will receive an advanced notice within 14 business days of any required business travel.

Other Duties

This job description covers the essential functions for the role and is not an exhaustive list of all required duties, tasks, and responsibilities of the employee in this position. Other reasonable and necessary duties, tasks, and responsibilities may be assigned on an as needed basis during the normal course of business.

Multifamily Movement is an Equal Opportunity Employer

Multifamily Movement provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Multifamily Movement complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Multifamily Movement expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Multifamily Movement employees to perform their job duties may result in discipline up to and including employment termination.

Criminal Background checks will be conducted for candidates offered employment.