Customer Service Representative Job Vacancy in Dwelo Draper, UT – Latest Jobs in Draper, UT – updated today

Are you looking for a New Job or Looking for better opportunities?
We got a New Job Opening for

Full Details :
Company Name : Dwelo
Location : Draper, UT
Position : Customer Service Representative

Job Description : About Dwelo

Dwelo is the Smart Apartment Platform of Level Home. Dwelo’s software, hardware, and service platform enable owners and managers of multifamily properties to offer smart homes as an amenity while improving property efficiency. Dwelo has over 100k apartment units across the country on the platform, with hundreds of thousands of devices deployed and managed. Now that we’re combined with Level Home, we have exclusive access to Level’s world-class smart access products. Following our recent $100M raise and our acquisition of Vivint’s multifamily division, we are a growing team making a lot happen, we are taking on some big names, and while we’re leaders in the space, we’re just getting started.

At Dwelo, we welcome folks from all backgrounds and all walks of life because our customers are that way. We do it all together, because the task is too big to do it alone.

The Role

As a DweloCare Representative, you are responsible for resolving customer issues, identifying and reporting broader system issues, and generating knowledge content as new information is discovered.

Case Management: Oversee 30 to 50 cases a day via OmniChannel and email to ensure timely and accurate responses.
Phones: Expected to be available in all phone lines for the entirety of your shift, excluding breaks and lunch
Channel Coverage: Coordinate with your team to ensure our various support channels are appropriately staffed.
Remote Servicing: Assist Customers in replacing their existing Hubs.
Knowledge Management: Constantly contribute to the team’s knowledge base by generating new content as knowledge is gained or by improving existing content whenever possible.
Defects and Problem Management: Collect and summarize general issues as discovered by the Support Team in problem tickets. As patterns and examples are curated, communicate that information to the R&D team in the form of Issues on the Defect Board and R&D Sync meetings.
Agent Workflow Optimization: Seek opportunities to optimize the agent case management workflow. Identify opportunities for improvement, establish best practices that maximize efficiency, and train agents on optimal workflow.

Responsibilities

Feature Expert: Deeply understand the Dwelo product as well as connected devices and services. Able to troubleshoot features end to end and escalate larger issues to the R&D team with clear, actionable information to improve resolution speed.
Peer Enabler: Has a team-first mentality when working with other members. Is genuinely interested in delighting our customers and helping others around them do so. Has a strong rapport with members of the DweloCare team.
Customer Advocate: Aware of the customer pain points with the product and compassionate of frustrations experienced. Passionate about product improvement and issue resolution to improve the overall customer experience.
Exemplifies the Dwelo Values as reported by peers (see below)

Requirements

Experience working with customers directly.
Technical knowledge and experience working with computers.
General understanding of the IoT industry and smart devices.
You are genuinely passionate about delivering a high-quality customer experience.
Bilingual preferred but not required.

Dwelo Values

Internalizing and improving upon constructive feedback from your peers and manager, as well as creating ideas for general improvement within the department (Growth Mindset)
Driving change in your listed Area of Ownership (Ownership)
Finding a defect or opportunity for improvement in your area of ownership and raising it with the necessary parties (DweloCare Lead, QA, Product, etc) (Ownership, Inclusion, Bias towards Communication)
Display a willingness to always be learning and implement any new internal process. Constant learning will be key to better understand all new hardware devices and integrations that are constantly added to our ecosystem. (Growth Mindset)
Communicating early and often about feedback for process or other people in a constructive manner (Bias towards Communication)

This post is listed Under Jobs in general jobs

Post Tags : , Draper, UT, jobs in Draper, UT, Customer Service Representative jobs in Draper, UT

Disclaimer : Hugeshout works to publish latest job info only and is no where responsible for any errors. Users must Research on their own before joining any company