ABOUT DWELO
Dwelo is changing the way people live and work in apartments. We are building a reliable, secure, and ever-growing smart device platform that enables apartment residents to live in a smart home and owners and managers to improve the operational efficiency of their properties. Residents in Dwelo communities can control their locks, lights, thermostats and more from their Dwelo mobile and voice apps, while managers use the web portal to reduce property-wide energy use, streamline access for maintenance workers, and limit the risk of floods and extreme temperature events. Our commitment to customer experience has helped us grow more than 20x the last three years, and we have raised more than $20M to achieve our vision. Dwelo is being installed in over 200 communities across the country from Miami to Seattle, and major companies are trying to emulate our success. What we do is new, what we do is hard, and what we do is fun - and we want you to join us!
YOUR MISSION
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, reproduce and document software and hardware issues in a way that's easily consumed by other internal stakeholders (ops, product, 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
- Stock options
- Robust Benefits Program + Wellness Program
- 14 Paid holidays
- Unlimited PTO