- Serve as the frontline point of contact for PadSplit Members across inbound calls and email tickets.
- Troubleshoot and resolve issues related to membership, billing, and property inquiries.
- Maintain detailed, accurate case logs in the CRM system (e.g., Zendesk); efficiently triage and escalate complex issues.
- Ensure high-quality, timely resolutions that align with key performance metrics such as First Contact Resolution (FCR) and Customer Satisfaction (CSAT).
- Deliver compassionate, calm, and professional support during sensitive or high-stress situations.
- Continuously build working knowledge of PadSplit's software features, terms of service, and occupancy guidelines.
- Actively flag recurring member pain points and suggest improvements to standard operating procedures and knowledge base articles.
SalesforceTroubleshootingActive listening+4 more