Customer Service Specialist I

About Genea:

As leaders in property technology, Genea provides cloud-based physical security, submeter billing and on-demand HVAC solutions to over 1 million users across 39 countries. But Genea is more than just a workplace. We’re a mission-driven team that collaborates, innovates, and engineers the proptech solutions of tomorrow to solve the challenges of today. We pride ourselves on fostering an environment of teamwork, transparency and authenticity, where you can be yourself. But don’t take our word for it. Genea has been recognized as a Top Workplace in 2021-2023, with a rating of 4.5 out of 5 stars on Glassdoor. Our team members love our competitive benefits, including 401k matching, PTO, 100% paid parental leave, remote work options, and development/training opportunities.

Job Overview:

The Customer Service Specialist I is responsible for the management of all level 1 support calls (as applicable), emails, tickets, and chats by resolving customer issues, documenting them in the company CRM, and taking the appropriate follow up steps with the customer’s Account Manager. This individual is also responsible for answering general office phones (as applicable), completing data entry as needed or required, quality assurance, and building professional relationships with customers/properties. They will interact directly with customers via phone (as applicable), email, and chat to ensure 100% satisfaction with the product and service. Additionally, they will take on level II support tasks where applicable. These tasks include, but are not limited to, monthly billing tasks, accounting file reviews/adjustments/uploads, and other billing related tasks.

Regular Shift Schedule: 8-hour shift, 5 days per week, Monday – Friday

Duties and Responsibilities:

• Manage all incoming support inquiries that come in via email, ticketing system, and chat
• Gather and enter all pertinent information on unresolved issues into CRM, and pass customer/information/case to the Account Manager
• Manage challenging customer service situations while maintaining a positive, empathetic, and consultative approach towards the customer
• Demonstrate sound judgment in decision making, and appropriately follow established guidelines and procedures
• Deliver an exceptional customer experience to customers and provide guidance regarding Genea services
• Ensure that all interactions encourage customer satisfaction, effectiveness, proficiency, and quality
• Act with confidence by answering and/or finding answers to customer questions and finding solutions to customer issues
• Provide data entry as required during the implementation process or for general account maintenance
• Take on billing-related tasks as assigned
• Work closely with Account Managers on account transitions and updates
• Document all billing-related updates in appropriate databases
• Utilize CRM technology to log all customer interactions and database updates
• Answer general office phones
• Exceed key performance indicators measuring personal productivity, quality, and service level
• Provide support to the Customer Success team as needed in their daily duties

Qualifications:

• Associate’s degree preferred
• 1-3 years of related experience preferred
• Knowledge of customer service principles and practices and a desire to help people
• Proficiency in Adobe Acrobat, MS Word, Excel, MS Outlook
• Ability to analyze and solve problems
• Ability to multi-task
• Comfortable in a high-growth, rapid-paced tech company environment
• Self-starter, ability to work with minimal supervision and in a remote environment (when necessary)
• Working knowledge of customer billing processes, and willingness to learn
• Exceptional verbal and written communication skills and strong interpersonal abilities
• Strong attention to detail
• Working knowledge of Genea-specific technology and tools, a plus