Job Description

ABOUT

Property Leads is a marketing/pay-per-lead company that generates inbound and motivated seller leads in the real estate investor space. We are a team of driven individuals with lofty goals for the company and ourselves. Many companies describe themselves as families. We are more of a high-performance sports team looking to win the yearly championship. The ideal candidate is highly driven, enjoys working, is fun and friendly, and is willing to face challenges head-on in a fast-paced, ever-evolving environment.

ROLE

The Customer Success position at Property Leads is responsible for identifying, managing, and assessing customer concerns and questions. The successful candidate will be a customer-centric individual who can clearly and professionally communicate with clients, resolve inquiries, and handle complaints promptly. This role will ensure our clients are supported while following company policies.

This role demands time and attentiveness (far more so than a traditional 9-5 job) and will work closely with our Sales & Customer Success Manager.

RESPONSIBILITIES

• Identify, manage, and assess customer concerns promptly (within 30 minutes to respond and within 24 hours to resolve).
• Manage multiple email inboxes and redirect non-customer support-related inquiries to the appropriate teammate.
• Reply to customers via email and text promptly in our CRM and ticketing system.
• Understand our client's journey as a lead buyer at Property Leads.
• Follow all Property Leads policies when handling customer support inquiries.
• Work closely with our refund team to resolve a refund dispute that the lead buyer declined.
• Update clients' accounts when a setting that is not accessible in the client portal needs to be changed.
• Face and handle conflict professionally.
• Keep track of all customer's requests, inquiries, etc.

REQUIREMENTS

• Proven work experience with 2+ years of customer success.
• Have a track record of increasing brand likeness through targeted activities like surveys and quarterly checks with clients.
• Help with building a client cult like following.
• Excellent communication skills, including listening and facing conflict head-on.
• Willing to work in a fast-paced environment.
• Self-sufficient and able to properly manage one's own time.
• Well-organized
• Advanced time management skills
• Strong interpersonal skills with the ability to connect and relate to our clients.
• Real Estate knowledge is not required, but is a plus.

RESULTS

• Work closely with the Customer Success Manager, Sales Manager & sales team to maintain or improve our monthly retention rate.
• Respond to customer complaints/inquiries within 30 minutes
• Resolve customer complaints and inquiries within 24 hours or as soon as possible.
• Communicates with the Sales/CS Manager on all high-priority information promptly and escalates high-priority clients when necessary.
• Help develop metrics for tracking brand & product likeness.

BENEFITS

• Competitive total compensation
• Paid Sick Time

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