Is the Customer Service Representative role at Entrata remote?

The Customer Service Representative role at Entrata is an on-site position located in Logan, UT.

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Customer Service Representative

EntrataLogan, UT1w ago

Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.

Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, Israel, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize different perspectives, endeavoring to craft a better world to live in.

The Customer Service Representative is a frontline support and provides technical assistance to our customers' technical and non-technical staff who utilize and support our suite of property management solutions. Our solutions incorporate property accounting, purchasing, facilities, and leasing data into the industry's most comprehensive property management software available. Our solutions utilize complex technologies and the associated issues require deep technical expertise and excellent problem solving skills to resolve.

You will provide professional business-to-business customer service, with awareness of the critical nature of these solutions to our customers who are using them. Using best practices in troubleshooting, communication and problem resolution, you will ensure that any reported problems as well as issues that you anticipate are resolved in an efficient and effective manner. These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems with our software.

You will work closely with other Customer Service Representatives and with colleagues across the company to collaborate on behalf of the customer and will accelerate issues toward timely resolution and provide the customer with timely and complete communication along the way.

*This is a hybrid position located in Logan, UT

Responsibilities:

Provide technical support and troubleshooting via telephone, ticket, and/or chat

Develop subject matter expertise in our core technologies, and at least one other technology specialty

Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers and stakeholders

Ability to actively listen, ask relevant questions, and challenge customers appropriately

Maintain ownership and communication responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution

Educate customers on Entrata’s software and products

Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue

Champion customer issues from feedback through the delivery of a solution

Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations

Participate in team and department meetings

Assist with special projects and other duties as assigned

Minimum Qualifications:

1+ years of work experience in a technical support capacity supporting B2B support to Enterprise level customers

Strong technical, analytical, and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments

Ability to adapt quickly to change, think on your feet, communicate positively, and work proactively

Excellent professional, written, and verbal communication skills with the ability to capture all details in written form fluidly during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with

A proven passion for providing an exceptional customer experience

Strong attention to detail

Preferred Qualifications:

Associate's degree or equivalent work experience

Proven ability to utilize, create and update knowledge base resources in the course of your work

Industry experience in property management or property management-related software

Proven ability to utilize, create, and update knowledge base resources in the course of your work

Bilingual preferred

Benefits:

Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance.

Comprehensive medical, dental, and vision coverage, including fertility benefits, available for eligible employees and their families.

HSA/FSA options and employer-paid disability benefits provided for eligible employees.

Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security.

Wellness initiatives promoting physical and mental well-being, access to an onsite gym at HQ, mental health resources, wellness challenges, and employee assistance programs.

Family-centric leave policies supporting new parents during significant life events.

Entrata Cares programs offering opportunities for volunteerism, charity events, and giving back to our community.

Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits.

Bi-annual swag drops for employees

Currently, Entrata hires in Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, and Illinois for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles. If you choose to apply and do not live in one of these states, your application may be reviewed on a case-by-case basis and salary ranges will be provided if required by state law.

But members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Excellent Alone, Better Together.” Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.

It’s a great place to work! Will you join us?

Customer Service Representative

Responsibilities:

Minimum Qualifications:

Preferred Qualifications:

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