Member Experience Advocate (Customer Service) - Landing

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Job Title

Member Experience Advocate (Customer Service)

Job Location

Mexico City, MX

Job Listing URL

https://ats.comparably.com/api/v1/gh/landing?gh_jid=5563706003

Job Description

About the Role:

We are looking for a Customer Service Representative to join us at Landing! In this role, you’ll respond to emails, phone calls, and chats to ensure that our members’ questions and concerns are taken care of quickly and efficiently. You'll gain customer support experience while also learning relationship building and other valuable skills.

About the Team:

Our Member Experience team leads the way to make sure that our members have a world-class experience throughout their Landing journey. You’ll get to work with a tight-knit, fun group of people that are passionate about creating a world-class experience for our members. Our office is an open concept where we are working hard, but also having fun along the way, listening to music, and probably enjoying a plethora of our company-provided snacks!

What You’ll Do:

Deliver exceptional customer service to Landing members via phone, text, chat, and email requests.
Records all member information with clear concise notes indicating details of the conversation with the member in response to their request.
Coordinate member move-in and move-out of Landing homes.
Own the resolution of member issues, including diligent follow-up between members, hosts, and our properties.
Creates necessary cases for follow-up while ensuring the proper ownership to achieve exceptional member experience.
Investigates, researches, and adapts solutions where possible to meet the needs and retain our members.
Communicates and reinforces the value and benefits of products and services to members.
Secure the coordination of checkout and member extensions.
Provide expert property knowledge to guide members throughout their Landing journey

What You Need:

Fluent english (native - bilingual)
Strong communication skills, both written and via phone.
Ability to work a flexible schedule: schedule can fall anywhere between 6am - 9pm and consists on 5 working days with 2 days off per week (one free weekend day EVERY WEEK)
Ability to work in-office at our Mexico City office
1+ year of delivering exceptional customer service preferred
Well organized and able to use different administrative tools simultaneously.
Kind, self-motivated and hardworking, a history of achieving targets.
Customer-focused approach to problem-solving.
Ability to work in a fast-paced environment.
Tech-savvy - Familiarity with Mac, Google Drive, Excel.
Send your video in this link : https://web.fountain.com/hellolanding/apply/operations-specialist

About Us:

Landing is revolutionizing apartment living by providing our members the most streamlined end-to-end platform with access to tens of thousands of furnished and unfurnished apartments in over 375 cities, and counting, that renters can book in just minutes. Our flexible leases allow members to realize more freedom and opportunities in life. Switching between apartments is simple, and does not require a security deposit, broker fee, or additional months' rent. You can manage every part of the Landing experience in a single, centralized app, which includes paying rent or scheduling regular cleanings with the touch of a finger.

We are an in-person first company where we value and promote real-time collaboration and productivity across the business. Our headquarters, located in Birmingham, Alabama, is supported by our San Francisco, California office as well as Landing employees who live and work all over the country. In addition, Landing manages distribution centers across the U.S. that work to deliver and manage furnishings within our tailored homes. Our host network, comprising roughly 2,000 professionals, complement these areas by working directly with members to ensure their happiness and maintain comfort.

Join our rapidly expanding team to work on product, design, supply chain, operations, marketing, engineering, interior design, sales, legal, people, and finance to create more freedom and opportunities for renters across the U.S.

Our Leadership Principles:

At Landing, we use our Leadership Principles every day - whether we’re discussing new projects, deciding the best solutions for our members, or brainstorming a new product feature. We believe these shared values foster the best results.

Landing is a dynamic, fast moving, customer first organization whose core values are authenticity, ownership, a service-first mindset, and entrepreneurship. To be successful in creating the best experience for both our members and team members, we’re building a culture that thinks big, is hands-on, and solves problems at hyper warp speed. We are doers that do more with less and we’re constantly looking to raise the bar. Come enjoy the journey with us as we shake up the way people think about renting!

Landing provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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