The Role
Handles customer inquiries through chat, email, and phone; resolves payment, reservation, and advanced customer issues; assists renters with finding storage spaces; coordinates with hosts; improves listings and support resources; develops customer care processes and materials; and collaborates with internal teams to enhance the customer experience.
Summary Generated by Built In
At Neighbor, our vision is to bring communities together by solving our neighbors’ biggest challenges. We’re building the largest hyperlocal marketplace the world has seen. We’ve raised over $75 million from top-tier investors such as Andreessen Horowitz and the creators of DoorDash, Airbnb, and Uber. Our marketplace is already flourishing in all 50 states and we’re just getting started!
We are looking for phenomenal individuals to help solve our Neighbors’ biggest challenges. As a Customer Success Specialist, you will engage directly with our renters, hosts, and internal team members in the pursuit of creating an exceptional customer experience. As a primary point of contact, you will field inbound calls, emails, and chats, as well as proactively communicate with our customers to ensure success. Ideal candidates will be confident and comfortable with verbal and written communication.
Primary Responsibilities
- Resolve inbound customer care issues via online chat, email, and phone including resolving payment issues, handling advanced customer situations such as eviction, and answering general questions
- Assist renters in finding suitable spaces from existing inventory
- Coordinate with hosts to resolve pending, canceled, and declined renter reservations
- Optimize storage supply to maintain an accurate and high-quality inventory including personally contacting hosts to complete their draft listings, scheduling photo appointments, improving their listing description, and updating their personal profile
- Understand and communicate platform functionality and processes to customers
- Help shape the culture of Neighbor and the Customer Success organization
- Contribute to the ongoing success of the team by sharing knowledge and collaborating with other team members
Process Management, Content Development & Customer Experience:
- Assist in developing customer care systems and processes, as needed
- Improve existing self-help resources by writing online support articles and through creating new customer success materials
- Assist in mapping and coordinating the customer journey via emails, text messages, phone calls, push notifications, and more
- Engage with internal partners to optimize the platform for the customer experience
Qualifications
- Enthusiasm and passion for assisting other people and contributing to the success of a hyper-growth company
- Ability to work without significant oversight in a fast-changing environment
- Self-starter, detail-oriented, and analytical
- Personable, professional, and able to talk to customers in a concise, Neighborly manner
- Possess a professional and helpful attitude with excellent English communication skills (verbal and written)
Neighbor is the largest and most comprehensive marketplace for self storage and parking, with listings in almost every U.S. city. From storage facilities to neighborhood garages, driveways, and RV spots, Neighbor brings every option together in one simple search. Come help us disrupt the $500 billion storage and parking industry! This is a unique opportunity to join a fast-growing, VC-backed tech startup. You will be part of a an extremely talented, hardworking and passionate team committed to changing the world one neighbor at a time.
Neighbor is an equal opportunity employer and is committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed, connect with us via email at [email protected]. Check out our careers page to get to know us better as you think about your next step at Neighbor!
Skills Required
- Enthusiasm and passion for assisting others and contributing to a hyper-growth company
- Ability to work without significant oversight in a fast-changing environment
- Self-starter attitude, attention to detail, and analytical ability
- Personable and professional demeanor
- Ability to communicate with customers concisely and professionally
- Professional and helpful attitude
- Excellent English verbal and written communication skills
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The Company
What We Do
Neighbor is a peer-to-peer storage company that connects people with unused space to people in need of storage. Through Neighbor, homeowners turn their garages, basements, RV pads, etc. into extra monthly income and renters are given a flexible and affordable storage alternative. Demand for self storage has never been higher in the USA and supply is limited, which means high prices and inflexible contract agreements.
