Opportunity and Impact
Latchel is an Y Combinator-backed startup seeking a remote customer service agent to join our growing operations and customer service team. By joining the team 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. You can read about us in a recent TechCrunch article here: https://techcrunch.com/2019/02/22/latchel-wants-to-make-maintenance-easier-for-landlords-and-property-managers/
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.
Expectations:
Opportunity & Impact
You are the main point of contact for our full-service property management clients. You help them understand how their maintenance is progressing, where they need to step in to help out, and where projects need help to get back on track. You act on behalf of our property managers to make sure their maintenance is being handled effectively. You also educate our property management users on how to get even more out of Latchel by taking advantage of more features. When our property management customers think about their relationship with Latchel, they’re really thinking about their relationship with you.
Responsibilities
- Communicate regularly with all property managers subscribed to Latchel’s Premium service in your assigned region.
- Receive inbound calls from a select group of clients.
- Handle property manager billing disputes independently and in coordination with Sr. Vendor Specialists.
- Work with property managers to resolve work orders that require their action.
- Escalate scenarios where work orders are delayed to property managers to help get them moving again.
- Educate property managers on the use of the Latchel platform and encourage them to use more features in Latchel.
- Identify work orders where Latchel’s operations policies were not followed and work with Sr. Maintenance Coordinators to improve Latchel’s performance.
- Work with property managers to improve their vendor portfolio.
- Deep dive to understand and eliminate the root cause of customer escalations and problems.
- Escalate account configuration issues to Customer Success.
- Travel to meet with property managers locally.
Qualifications:
- Demonstrated track record of superb account management and customer relationship management skills.
- Deep knowledge of property management best practices, especially in regards to property maintenance and improvement.
- Root cause analysis and problem solving skills.
- Excellent interpersonal relationship management skills.
- Excellent customer service skills and professionalism.
- Excellent verbal and written communication skills.
Other Information
- Compensation:
- Salaried position starting between $49,700- $63,700
- Working from anywhere in the US okay.
- Employees receive medical, dental, vision, sick and vacation time, and company stock.
- Shift days off are Saturday/Sunday. Shifts are 4:30am – 1:00 pm PST or 10:00am – 6:30 pm PST. Training hours TBD.
- Working from anywhere in the US okay.
- Our website: http://latchel.com/
Job Type: Full-time
Salary: $49,700.00 to $63,700.00 /year
Experience:
- Relevant: 2 years (Preferred)
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- Retirement plan
- Paid time off
