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Alfred // digital & in-home concierge services
Atlanta, Georgia, United States, Dallas, Texas, United States, Fort Lauderdale, Florida, United States, Washington, District of Columbia, United States    Posted: Thursday, June 10, 2021
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Job Description

Purview: Efficient delivery of world-class hospitality, leading to increased profitability

As a Coordinator of Resident Experience you are a key member of our customer experience team focused on supporting our animated & vibrant residents  to ensure each & every one of them feels taken care of. On one hand youll be fielding calls, emails & SMS to ensure residents services are going well, feedback is being answered & you are retaining & upselling clients when appropriate to do so. Think of yourself as the digital sidekick for the residents, you capture their preferences, connect the dots to ensure their Alfred & Vendor partners are delivering the personalized services to each client.  You are detail oriented & obsessed with the resident experience.  You are critical for us achieving our mission of changing the world with human powered technology.

Specifically, the CRE excels at: 

  • You problem solve in your sleep & love juggling multiple things at once.
  • You have the ability to work with all sorts of personalities & love helping people get the job done.
  • Connecting with people of all types & backgrounds, forming meaningful relationships 
  • Youre passionate about Hello Alfred's service & flexible enough to get your hands dirty.
  • You are naturally empathetic & driven to delight your clients
  • Motivated by improving, growing & building better solutions to problems big & small

Specific Responsibilities 

  • Receive, review, manage, & execute inbound customer requests & communications, across multiple channels & platforms (Zendesk, Intercom, SMS etc)
  • Coordinate & drive multiple requests simultaneously to execution
  • Work with regional team on driving business metrics (client spend, retention, feedback) through email/phone outreach, feedback follow up, service suggestions
  • Foster relationships with clients from their first experience to their weekly experience; creating meaningful feedback that results in additional services offered
  • Come up with creative solutions to challenges by searching & finding information, analyzing data, identifying product fits, & coming up with creative out-of-the-box ideas
  • Make yes / no calls on requests based on cost-efficiency vs customer loyalty

Resident Satisfaction & Retention:

  •  Respond to all feedback quickly with a bias to retain and/or upsell the clients
  • Answer all inbound requests & tickets within agreed on 1 hour SLA
  • Track & analyse churn data to keep it at a minimum, assist move outs as a way to capture an upsell & see if we can move them to another Alfred building
  • Consolidate learns from feedback below a 5 & bubble up to Member operations team & L&D to solve for any errors systematically

Drive Revenue

  • Follow up with residents following services with upsell opportunities, Ensure Alfred runs & service deliveries are efficient & that associated expenses are minimized (budgeted runs)
  • Partner with Alfred team to make appropriate & personal service suggestions for clients that will drive recurring marketplace spend

Specific Requirements 

  • Trustworthiness, empathy, integrity, & an aspiration for excellence
  • Self-motivation & strong innovation management skills
  • Interpersonal savvy & an ability to interact with people
  • Ability to drive business strategies across the region
  • Strong analytical & verbal communication skills
  • Excellent written communication
  • Flexibility to work some evenings & weekends for coverage
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