Customer Support Representative – Tampa

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ABOUT US & THE ROLE:

YourWelcome is growing quickly and looking to invest in our support team (account management and customer success). Based in Tampa you’ll be helping us disrupt the short stay rental market through our guest management platform. We are looking for 1 x Customer Support/Account Manager with excellent interpersonal skills.

The Customer Support/Account Manager will help oversee some of our US accounts and help continue to improve the operational performance of our Customer Service Division. The candidate will use their exceptional relationship skills to engage and retain our customers by helping them utilize our platform in the best way possible. This client-facing (via video calls and phone calls) is critical to the customer experience and drives our personalized approach to client support. The role will include responding to tier 2 escalated customer emails and phone calls as well as looking after key accounts ensuring customers are onboarded and supported throughout their subscription.

In addition to inbound and pro-active out-reach you will also help manage some of the logistics elements of the Tampa office by registering in (to our custom built inventory system) and shipping out (using our UPS and Fedex accounts) any returns or replacements of our guest experience tablets.

Reporting in to (and being trained by) the UK based Head of Support you will form a member of a team spanning our UK, Tampa, Brisbane and Philippines teams so excellent interpersonal skills and a willingness to spend large parts of your day talking and interacting is crucial!

KEY RESPONSIBILITIES

· Ensuring all customer support tickets are responded to efficiently and customers kept in the loop during longer fixes or improvements.

· Ensuring customers are continuously receiving value from the service and product throughout the length of their subscription

· Prospecting and managing upsells i.e. ensuring our tablet customers are aware of our Advance Check-In Tool and vice versa.

· Customer relationship-building and delivering a best-in-class customer experience

· Gathering and presenting feedback and insights from our customer base for possible new features

· Helping ensure the Support team KPIs are maintained to high standards.

· Managing returned tablets and inventory

· Shipping new and replacement orders where not possible or not appropriate to be shipped from our head office.

REQUIREMENTS

· Excellent communication, impeccable spelling and grammar.

· A proactive approach, showing initiative and ambition.

· Willingness to take responsibility and ownership.

· First class organisational skills.

· Previous experience in a customer service role

· Technically literate, our customers use our dashboard daily so you will need to get
to grips with it quickly and efficiently in order to help troubleshoot.

· A fun and outgoing personality and most importantly, a real self starter

BENEFITS

· Work in our Tampa office

· Annual salary of $30,000 – $34,000 (Depending on Experience)

· 20 days annual leave + US holidays

Please note, this is a full-time 9am to 6pm job based in our Tampa office.

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Apply:
If you’re interested in applying or have questions about this position just email jobs@yourwelcome.com – Please ensure you reference which position you are applying for.

Lead Generation Professional

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WHO WE ARE:
YourWelcome is a leading travel technology company based in Central London and is looking for lead generation professionals to support our US launch.

WHAT YOU’LL BE DOING:

The role is based at our London office and requires a candidate with superb telephone communication skills. The role involves calling potential clients with the view to booking a video demo for our product or face to face meeting.

The successful candidate(s) will be able to demonstrate that they understand how to close booking in appointments for prospective clients. Your commission and long-term success will be measured by how many appointments you successfully booked in.

Your day will be spent calling prospects and updating the CRM with key information obtained from the call (e.g., how many properties they manage).

You will have excellent telephone manner and be enthusiastic and willing to learn.

The pay is £10 per hour and £5 per appointment booked in and completed by the sales teams.

ABOUT YOU:

– Experience with outbound sales
– Excellent telephone skills
– Attention to detail
– As you will be interacting with American based clients, a clear and easily understandable phone voice is necessary.

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Apply:

If you’re interested in applying or have questions about this position just email jobs@yourwelcome.com – Please ensure you reference which position you are applying for.

Can’t find a role that fits but think you can still offer value? We always want to hear from passionate, talented people.

Say hello: jobs@yourwelcome.com