Salt Lake City, Utah
Dwelo is bringing home automation to apartment communities. Our software, hardware, and service platform enables the owners and managers of multifamily properties to offer smart homes as an amenity to their residents while simultaneously improving the efficiency of their operations. Dwelo smart apartments are live in over a dozen markets and counting. We are a small team making a lot happen, we are the leaders in this space while taking on some big names, and we are on track for a billion dollar outcome.
As a DweloCare Representative, you'll be front and center in helping to educate and solve customer's problems. You will work directly with customers via phone and email to understand and solve their service needs. You will work with our engineering team to troubleshoot technical issues. You will work with the operations team to coordinate our onsite response teams. You will work with the DweloCare manager to identify patterns and trends in customer issues. You will help the DweloCare manager think strategically about scaling support operations and personnel needs. You will embody Dwelo's "Care More" value in all customer correspondence. Dwelo's customer base is ballooning and more customers = more customer questions and problems to solve. We need another star player who can come in on the ground floor and roll-up their sleeves to solve tough problems and help design the department for the future. This will be a challenging role, with significant upside in both career trajectory and financial compensation.
OUTPUTS AND RESPONSIBILITIES
Generate consistently positive feedback from customers on their experience with DweloCare
Independently manage 50 cases per week
Keep 100%-accurate records of customer correspondence and relevant case details in Salesforce
Identify and document recurring "known issues" in a way that's easily consumed by other internal stakeholders (ops, engineering, etc..)
Coordinate with multiple internal stakeholders in resolving support cases
Participate in the after-hours/weekend support rotation twice per quarter and occasionally assist the part-time after hours team with more difficult questions
WE ARE LOOKING FOR...
An unrelentingly positive attitude
A diplomat who can deal with tough customer issues in a sensitive and effective way
Basic technical proficiency with the ability to learn and communicate how our product works
Someone who can operate effectively under pressure
A problem solver with a knack for breaking down problems and isolating variables
Someone with at least a year of experience directly interfacing with customers
COMPENSATION AND BENEFITS
A salary in the range of $32k - $38k depending on experience
Unlimited vacation (just get your stuff done, we don't track days off)
Work from home flexibility
If interested, email your resume and any additional comments to firstname.lastname@example.org.