Customer Success Manager

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Oversee daily interactions with property owners, addressing service inquiries and resolving issues.

• Ensure timely communication with owners and follow up on any unresolved matters.

• Manage owner escalations and handle homeowners association (HOA) administrative tasks.

• Assist with owner departures by facilitating final accounting transfers and documenting reasons for churn.

• Receive, categorize, resolve, and direct incoming owner inquiries and service-related issues.

• Provide updates, timelines, and information regarding decisions made, without offering licensed determinations.

• Handle owner notifications and coordinate transition processes and move-out services.

• Aid in resident relations and onboarding tasks as assigned.

• Work collaboratively with Market Leaders, Maintenance Coordination, and Finance teams.

• Maintain records of owner issues, escalations, transitions, and follow-up actions.

• Elevate lease terms, rental inquiries, accounting decisions, management contracts, rental marketing, rent estimates, and payment plan discussions to the licensed Market Leader.

• Forward maintenance requests and vendor dispatch to Joanna’s team.

• Direct delinquency and collections issues to the Finance team under Lior's supervision.

• Track owner churn, compliance with owner contact schedules, and indicators of negative balances.

⛳️ Requirements

• Excellent communication abilities.

• Innate problem-solving skills.

• Proficiency in building relationships.

• Capacity to excel in a dynamic environment.

• Customer-centric mindset.

• Willingness to take charge of customer requirements.

• Commitment to providing an exceptional customer experience.

• This role is non-licensed; all licensed real estate concerns must be referred to the Market Leader.

• Must not engage in licensed real estate activities independently.

• Ability to adhere to written procedures for escalation and handover processes.

🏝️ Benefits

• Remote work opportunities.

• A collaborative, customer-focused team environment.