About PlanOmatic:
PlanOmatic provides quality photography, floor plans and 3D to the Single-Family Rental industry with speed and at scale, nationwide. With a network of photographers across the US, PlanOmatic serves property management companies and single-family rental owners/operators. As a client-centric company, PlanOmatic offers integrations and business intelligence for its partners to streamline their operations and marketing workflow. With a mission to show 1 million people their home for the first time, PlanOmatic continuously improves its solutions to lead innovation in the real estate industry.
- Inc. 5000 honoree for fastest-growing privately held companies in the U.S in 2015, 2016, 2017 and 2018.
- Denver Business Journal Small Business (20-29 employees) Award Winner in 2016.
- Colorado Companies to Watch honoree in 2018.
- HousingWire Tech100 Real Estate honoree in 2020.
PlanOmatic's culture is centered around creating a safe and supportive environment at work. We continuously provide and invest in platforms for employee-led initiatives focused on Health & Wellness, Diversity & Inclusion, Sustainability, and Philanthropy to encourage our team to continue to grow personally and professionally.
We are a place where BIPOC, women, members of the LGBTQ+ community, and other marginalized groups are celebrated. We are proud of the inclusive working space we have created for all of our staff. Our company will always be committed to fostering an environment of diversity, equity, inclusion, and belonging.
About the Position:
PlanOmatic is looking for a
Client Support Specialist to provide high-level support to our clients and internal teams. This role is client facing, ensuring our clients have a great experience each and every time they interact with us.
The ideal candidate is detail-oriented, highly organized, and committed to delivering exceptional client experience while also providing strong support and partnership to our internal team.
This is a remote opportunity - available only in the Philippines.
Reports to: Client Support Lead
Schedule: Monday - Friday, 8am - 5pm MST (USA)
Role Structure: This is a remote opportunity - available only in the Philippines.
Role Description & Responsibilities |
- Client Support - Manage and respond to client inquiries via various support channels (inbox, chat, phone, etc), providing timely and exceptional support.
- Order Support - Process order updates, including cancellations and modifications. Communicate client requests and changes to team members as needed. Oversee batch order placement to ensure efficient scheduling and execution of orders. Provide internal support for client change requests and rejections.
- Platform Support - Provide support for our internal platform (Connect), ensuring you have a high level of familiarity with the platform allowing you to assist clients with technical troubleshooting.
- Operational Support - Assist with job completions at the end of each month. Offer assistance to our PlanOtech Management team, supporting our PlanOtechs onsite as needed .
- Client Success - Support the Client Success team, working closely with our Client Success Manager to address and support our enterprise client needs. Maintain a proactive approach when it comes to Client Success, communicating often and clearly when there are opportunities to address and improve our client experience.
- CRM Utilization - Utilize HubSpot to manage client interactions and track updates.
- Client Centricity - You'll be a client advocate, focused on capturing client feedback and communicating requests to all relevant cross-departmental stakeholders. You'll regularly observe and understand how our clients are using PlanOmatic, identifying areas of improvement and communicating feedback to teams internally. You are the voice of the client.
- Special Projects - As a member of our Client Support team, you may be asked to jump into special projects that come across our plate.
- Innovation & Workflow Automation - The concept of making processes more streamlined is something you're used to. If you see that something can improve, you advocate for it.
Qualifications |
- Fluency in English, both verbal and written.
- Ability to consistently work in the Mountain Standard Time Zone (USA) - hours are 8am - 5pm.
- Consistent access to high speed internet and reliable equipment (laptop with a working camera and audio).
- Strong problem solving and communication skills.
- Strong sense of urgency and proactivity.
- Prior experience working in a client facing role.
- Ability to multitask and manage priorities in a fast-paced environment.
- Detail-oriented with a proactive approach to client support.
- Familiarity utilizing project management platforms (ClickUp, Asana, Monday.com, etc) is a plus.
Interview Process
- 45-minute call with Head of People
- Take Home Exercise
- 1-hour interview with Client Support Lead and Head of People
- 45-minute interview with Director of Client Success & Operations and Client Success Manager
PlanOmatic's Benefits | Our company wouldn't be what we are without our people. We pledge to continuously believe in our people and invest in our talent. This starts with our unique and supportive company culture, competitive compensation, and is continued with our other benefits:
- A culture that supports and celebrates a healthy work life balance for everyone
- 6 sick days per year
- 12 paid holidays and 20 days of PTO annually
- Celebrate and be celebrated with PlanOmatic peers through our Bonusly rewards program
- PlanOmatic complies with all local and national laws and regulations in the Philippines, ensuring fair employment practices and statutory benefits for all employees.
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