Job Description
Opportunity and Impact
Latchel is an early stage startup seeking a remote troubleshooter Process Specialist for on-demand, over the phone troubleshooting team. By joining Latchel at such an early stage you’d have an influence on the product direction and company culture. We have a product serving live customers and have had great success dealing with clients with diverse and challenging needs. We are looking for someone to build and expand upon this success.
Industry and Company
Latchel supports property management companies and landlords across the US. Our primary service troubleshoots and dispatches 24/7 emergencies for property managers. We work with a company’s existing vendors if they have them and provide vendors when their vendors are unavailable or they don’t have them. We provide diagnostics, troubleshootings, and dispatching services so property managers have more free time and less frustration. We use technology to improve the experience for renters and vendors and make our operations processes more efficient.
Property management software is a rapidly growing industry (projected $5B by 2020) with few incumbent players and low market penetration (estimated that only 20% of property managers use online software platforms). In the US, property management is a $72B industry and contractor services are worth hundreds of billions in the US alone. The property management industry is underserved by technology. At Latchel, we believe we understand the reasons for low market penetration and take a different approach than other companies in the field. I’d love to talk to you more about this, please apply so we can talk more about this challenge.
Key Responsibilities
- Respond to emergency escalations, call back tenants, understand the issues, diagnose situation, and troubleshoot over the phone. We pre-screen calls to reduce false-positives. You are troubleshooting likely emergencies.
- If the situation is a true emergency (~50% of calls), dispatch a contractor using our existing list of preferred vendors.
- Source additional contractors as needed.
- Input findings and actions taken into online tracking system.
- Make recommendations on ways to improve and simplify the technology and processes.
- Answer calls, text messages, web chats, emails from clients in a professional and timely manner.
- Work specific customer service tasks such as placing outbound calls to tenants, vendors, or property managers to receive status updates.
Qualifications
- Call center style work experience.
- Property management/maintenance experience.
- Great phone-based customer service.
- Strong cultural fit (https://latchel.com/blog/2018/4/26/latchels-leadership-principles)
- Excellent written and verbal communication
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Other Information
- Compensation:
- Salaried position starting between $44, 922- $48,702
- Working from anywhere in the US okay.
- Employees receive medical, dental, vision, sick and vacation time, and company stock.
- Shift days off are Tuesday/Wednesday. Core hours are 11am – 7:30 pm PST. Training hours TBD.
- Working from anywhere in the US okay.
- Our website: http://latchel.com/
Job Type: Full Time Salaried
Salary: $44,922- $48,702
Job Type: Full-time
Salary: $44,922.00 to $48,702.00 /year
Experience:
- Property Management: 1 year (Preferred)
- Call Center: 1 year (Preferred)
- Customer Service: 1 year (Preferred)
Language:
- Spanish (Preferred)
