CSR ZenDesk

Job Title: CSR ZenDesk
Job ID: 79258
Location: Florida, USA 


What you will be doing:

• Manage a high volume of customer inquiries via email and live chat, with inquiries relating to site usability, information accuracy, billing, and accounts for the StreetEasy & Out East brands.

• Recognize problems, find resolutions, and provide feedback for site improvements to the company's product teams.

• Continuously build, test, assess, and improve systems, processes, and policies to help contribute to overall site satisfaction.

• Actively participate in user education and training presentations, agent relationships, and general site improvement discussions for related brands.

• Educate, prepare, and set clear expectations for all users based on site policies to ensure a positive user experience.

• Facilitate program oversight processes that minimize bad listing behavior by leveraging data to identify and improve key problem areas.

• Maintain relationships with landlord partners to ensure they are set up for success, and happy with our products and services.

• Oversee the listing approval process to thoroughly vet and maintain high listing quality with minimal disruption to partners.

• Facilitate the seamless onboarding and comprehensive education of new brokerage and landlord partners to aid their success in advertising.

• Identify potential revenue opportunities for the business under the Support Services purview.

• Ensure that the site operates in full compliance with all applicable laws and regulations (involves collaboration with Legal, Strategy, PE&O, and other cross-functional teams/stakeholders).

What you must have:

• 3 years Virtual/Remote Customer Service Experience or a Technical Support role

• CRM Experience 

• Ability to multi-task

• Understanding Key Performance Indicators (KPIs)

• Effective Communication Skills to be able to collaborate with cross-function teams

• Effective Writing Skills to communicate internally and externally

For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com