Customer Support Specialist I

Who We Are:

Genea’s family of solutions is designed to improve commercial real estate operations through cutting-edge technology. Revolutionize access control, streamline overtime HVAC, and economize submeter billing, all without replacing your existing hardware. Our host of cloud-based, automated solutions is built to cut costs, reduce admin times, and maximize the tenant experience.

Genea was built on a foundation of listening to and serving our commercial real estate customer’s needs starting with our flagship Overtime HVAC product. Over the years, we’ve earned the trust and loyalty of 21 of the top 25 largest commercial real estate companies in the US and continue to prove our value to them every day. Our clients depend on us to develop value-added technology solutions to solve other pain points in their operations. We have grown our product portfolio to serve the complex and expanding needs of property teams.

As Genea continues to grow, we’re committed to providing solutions that leverage property technology to solve industry problems. We’ll continue to provide the highest possible level of customer service and support to property teams and tenants, so we can continue to be the industry standard for CRE technology solutions.

Job Overview:

The Customer Support Specialist is responsible for the management of all level I support calls, 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, completing data entry as needed or required, quality assurance, and building professional relationships with customers/properties. They will interact directly with customers via phone, email, and chat to ensure 100% satisfaction with the product and service. Additionally, they will document all customer interactions into the company CRM, and will provide operational support to the Customer Success team with implementation and account management duties as assigned.

Duties and Responsibilities:

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

Qualifications:

• Proficiency in Adobe Acrobat, MS Word, Excel, MS Outlook
• Ability to analyze and solve problems
• Working knowledge of customer billing processes, and willingness to learn
• 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)
• Ability to multi-task
• Strong attention to detail
• Knowledge of customer service principles and practices and a desire to help people
• Associates Degree preferred
• 2-3 related experience preferred
• Exceptional verbal and written communication skills and strong interpersonal abilities

Competencies:

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Physical Demands and Work Environment:

• Utilizes computer/laptop, printer, copier, telephone
• Frequently required to sit
• Occasionally required to walk short distances
• Frequently required to talk or hear
• Continually required to utilize hand and finger dexterity
• Continually requires vision
• While performing the duties of this job, the noise level in the work environment is usually quiet