Customer Experience Specialist - 18594

Role: Customer Experience Specialist

Priority Location: South Africa and Latin America

Working Hours: 8AM - 5PM (CST) Mon - Fri

Salary Range: $2000 - $2400 USD per month (The final offer is at the client’s discretion and depends on the candidate’s interview result, skills, and experience.)

Type of contract: Independent Contractor 

Type of job: Remote

Mission For This Role: 

TheCustomer Experience Specialist role is critical to our client's overall mission and vision. They strive to be the property management company of choice by raising the bar of standards and providing quality services to clients and residents in the communities we serve. The Customer Experience Specialist is the primary point of contact for our owners, and ensures the highest quality of customer service is always provided. You will interact with all departments, and are expected to demonstrate excellent written and verbal communication in all interactions.

Key Responsibilities:

• Act as the polished, professional face of the company for our high-stakes clients.
• Lead client calls and emails with clear, assertive answers, even when situations are complex or still developing.
• Manage all incoming requests with speed and accuracy, always focusing on finding the right solution.
• Review and simplify complex financial reports like income statements and delinquency lists for clients.
• Translate technical financial data into simple language that helps clients make smart decisions.
• Help the Client Services Manager with essential reports and admin tasks to keep the team organized.
• Research the "why" behind client issues to find real solutions instead of just passing messages along.
• Coordinate with property managers and internal teams to get the facts needed to fix high-priority problems.
• Manage the flow of information across the company until the client's concern is fully resolved.

Qualifications & Skills:

• Strong knowledge of computer programs – Excel, Work, Gmail communication platform
• Experience in property management (ideally in our southside Chicago market) is highly preferred
• Experience with Appfolio highly preferred
• Experience working directly with clients facing
• Strong experience in reporting and administrative tasks.

Important Personal Competencies:

• Organized, Detail Oriented: Have excellent time management skills, and strong personal systems to manage tasks and projects from start to finish.
• Excellent Written and Verbal Communication: Have the ability to communicate clearly and concisely with internal staff and external ownership.
• Positive attitude and engaging: Be able to work independently with other departments to complete owner requests when additional information is required.
• Working well with others will lead to success.
• Growth mindset: Be able to both give and receive feedback, and should be eager to improve our communication systems and other internal processes.

Objectives For the Role:

• Within the first 3 months, it will be expected that you have been trained on our systems and processes
• Respond to all owner communication in a timely manner
• Gather information from other internal staff accordingly
• Within the first 6 months, you should be proficient in routine communication with minimal supervision.
• Within the first 6 months, you will be able to execute onboarding and offboarding of new clients, as well as other important protocols with minimal supervision