Platinum Services Agent

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Título Oferta:
Platinum Services Agent
Texto Oferta:
RealPage is changing the technology real estate industry and our teammates know how to think big and leave their mark. If you want to join a globally progressive and inclusive company devoted to excellence, we are looking for you! We are the leading global provider of software and data analytics to the real estate industry. We navigate clients toward the right decisions with data and technology insights they can only get from RealPage. Serving our clients is our highest priority and RealPage teammates are our greatest asset. Come join a team where your work makes an impact every day! The Experience Center, Platinum Services Agent is a senior expert support representative and client relationship manager with broad experience in RealPage products. This role focuses primarily on high touch and strategic accounts. These Agents have strong technical trouble-shooting skills, is a SME in one or more RealPage products and has excellent communication skills at all levels of both client and RealPage organizations. Experience Center, Platinum Services Agent give their customers one point of contact for support for all their RealPage products and provide full ownership and an end -to-end solution for all their issues. They are responsible for managing the relationship between their clients and RealPage as well as working with them to establish best practices and work as a strategic business partner. WHAT YOU´LL DO: + This role focuses primarily on high touch and strategic accounts and has a heavy focus on at risk accounts. + Identify and implement breakthrough efficiency and productivity enhancements internally and with customers + Mentor new Platinum Support Specialists and help share best practices when handling this level of client. + Effectively liaison with clients, Development, Support, Customer Success, Sales and Product Management teams on high profile complex or chronic issues to drive solutions for customers. + Partner with Customer Success Managers, Sales, Support Agents, and other internal group to develop strategic plans to give the clients the best experience possible with RealPage. + Leverage advanced understanding of the industry, customer’s portfolio of products, and their business processes or residents to deliver a personalized experience with every customer interaction. + Deliver customer centric care via phone, chat, text and email interactions with customers that drives customer satisfaction for complex client issues. + Continue to learn and become proficient on multiple RealPage products by gaining “Skills Certification” in assigned Experience Center areas and more as career progresses. + Works on and escalates cases to Problem Management and act as the primary contact and case owner + Diffuse highly emotional situations + Help to identify any process, training, or product gaps and work with Leadership and other internal teams to close gaps. + Troubleshoot and research problems to identify root cause and permanent corrective action measures. + Facilitate meetings and share reporting with clients to discuss their open items and to identify opportunities to improve business practices. + Prepare clients for software updates and releases by communicating impact change to their product build. + Document all technical information and resolutions accurately and thoroughly, develop and review content for knowledgebase. + Perform additional duties as required. REQUIRED KNOWLEDGE + 5 years of providing superior levels of technical customer service experience via multiple channels (phone/email/text/chat) Must be able to effectively communicate with agents, internal departments, clients, and management. + Strong technical and troubleshooting skills (PCs and Internet computing) + Strong verbal, written and interpersonal communication skills with a proven ability to coach and mentor others + Good public relations skills, ability to defuse tense situations + Must demonstrate ability to effectively multi-task, triage workflow requests, and rapidly aid customers as needed + Proficient in MS Office applications (Word, Outlook, PowerPoint, and Excel) + Able to work afterhours on client issues as needed + Ability to sit or stand for extended periods of time + Minimum of 30 wpm typing skills PREFERRED SKILLS + Resourceful, creative, and able to think outside the box + Technical certifications + Flexible, detailed, and able to successfully accept change + Proven ability to rapidly gain product knowledge and effectively communicate it to agents + Excellent written and verbal communication skills + Ability to multi-task and deal with a variety of unrelated issues simultaneously + Adaptable to change such as cross training etc. + Highly energetic and self-motivated + Fluency in English #LI-CM1 At RealPage, we’re always looking for talented professionals who thrive in a learning work environment that continually supports individual greatness. We foster a culture of innovation and creativity. It is the things you do that bring out the best of you and RealPage. RealPage considers qualified applicants without regard to gender, sexual orientation, gender identity, religion, race, national origin, age, veteran, or disability status. We celebrate diversity and are committed to building an inclusive work environment where all teammates feel a sense of belonging while bringing their authentic self to the table and being valued for it. ICIMS Req ID: 21-12016 External Company URL: Street: Carrer de Provenca, 388 Post End Date: 3/31/2022
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