Property Management Customer Success Representative - Technical Solutions

Description:

LoftyWorks is a comprehensive prop-tech software solution that simplifies property management through various tools, including CRM automation and customer communication. It facilitates efficient operations, property portfolio management, and offers top-tier financial management, with seamless integration with Xero. Developed since 2019, LoftyWorks is a result of collaboration between Lofty, a major US prop-tech company, and a prominent UK outsourcing firm. It combines the extensive experience of both companies to bring the best practices from the UK and US real estate sectors into one platform.

LoftyWorks is seeking a dedicated and experienced Property Management Customer Success Representative to join our team. This role focuses on technical solutions onboarding and retention, ensuring that our clients have a seamless experience with our property management software (PMS). The ideal candidate will have a strong background in property management, coupled with excellent customer service skills, proficiency in IT, and experience working with global teams across multiple time zones.

*This role is located in the United States*

Job Duties

• Onboarding new clients onto our property management software (PMS) by providing technical assistance and guidance.
• Ensuring a smooth transition for clients during the onboarding process, addressing any technical issues or concerns promptly and effectively.
• Providing ongoing support to clients, assisting with software usage, troubleshooting technical issues, and resolving queries in a timely manner.
• Proactively engaging with clients to understand their evolving needs and challenges, and providing tailored solutions and recommendations.
• Collaborating with internal teams to escalate technical issues and feedback from clients, contributing to product improvements and enhancements.
• Building and maintaining strong relationships with clients, acting as a trusted advisor and advocate for their success with our software.

This position offers an exciting opportunity to combine your expertise in property management with technical solutions, providing valuable support and guidance to our clients across the globe. If you are passionate about delivering exceptional customer service, adept at working with global teams, and driving client success, we encourage you to apply and join our dynamic team at LoftyWorks.

Requirements:

• Minimum of 2 years of experience working within a property management team for a real estate agent/broker.
• Experience in property maintenance, lease management, accounting, door growth, and familiarity with property management software (PMS) is essential.
• Minimum of 2 years of experience as a customer service representative, preferably in a support role for a product or service.
• Proven track record of delivering exceptional customer service, meeting KPIs, and utilizing contact management or ticketing software.
• Experience working with global teams across multiple time zones, demonstrating adaptability and effective communication skills in a diverse environment.
• Skills Required:
• Proficiency in IT with strong software skills; ability to adapt and learn new software packages quickly.
• Customer-focused approach with the ability to effectively communicate and engage with various customer types.
• Excellent multitasking abilities, capable of managing multiple customers and tasks simultaneously.
• Strong listening skills, coupled with the initiative to proactively engage with customers regarding their business and property management needs.
• Exceptional written and verbal communication skills in English.
• Additional training and qualifications in property management are preferred.