Customer Success Associate

| Greater NYC Area
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REZI is a diverse and rapidly growing company with the mission of revolutionizing the rental experience. Renting has always been an expensive and inconvenient process for Tenants, as well as, time-consuming and uncertain for Landlords. Technology companies hadn’t moved the needle in solving these key problems – until REZI. 

REZI’s disruptive technology has transformed the way Tenants and Landlords rent apartments. Founded in 2016, REZI was selected to join the prestigious Silicon Valley based Y-Combinator in early 2017. Since then, REZI has been backed by some of the most prominent venture capital institutions in the country, igniting the conversation around Renting Better and has been recognized by national publications such as The Real Deal, Crain’s, TechCrunch, Inman and The New York Times.

The Tenant Success Associate’s primary role is to ensure that REZI tenants have an exceptional apartment rental experience. Responsibilities include assisting prospective tenants through the online REZI application process, developing trusted relationships with landlords and property managers, managing tenant lease renewal processes, and assisting tenants with service requests such as repair and maintenance. The Tenant Success Associate plays an important role in achieving company growth objectives – and achieving REZI’s mission to transform the real estate industry. The position includes the exciting opportunity to work cross-functionally with the Real Estate, Technology, Legal, and Finance teams to enhance the client experience. 

Success in this role requires excellent customer service, managing timely communication with tenants, meeting KPI goals, and creative problem solving. Candidates who apply should be positive, proactive, exuberant, organized, and detail oriented. Occasional weekend activity may be required.

Responsibilities 

  • Serve as the trusted advocate and key point of contact for REZI tenants, responding promptly to questions or service requests while earning positive company reviews
  • Provide prospective tenants and residents with exceptional customer service, addressing their inbound calls, emails, and messages to speedy resolution 
  • Proactively communicate with tenants concerning lease applications, lease renewals, and payment collection; including assisting in navigating the REZI website and online application
  • Collaborate with internal teams to deliver tenant feedback, address field operations considerations, manage appointments, and provide workflow improvement guidance
  • Build trusted relationships with landlord and property management partners to rectify issues as they arise 
  • Manage move-ins, renewals, and evictions

Requirements

  • 3+ years of experience in a client facing role such as Customer Success Associate
  • 1+ years of experience working with CRM tools and Support ticketing software 
  • Proven ability to work in fast-paced, demanding environments and diplomatically manage sensitive customer concerns working cross functionally 
  • Demonstrable creative problem-solving skills that address root cause not symptoms
  • Excellent verbal and written communication skills; empathic active listener; strong interpersonal skills with a genuine desire to delight customers 
  • Demonstrable ability to proactively define process with a bias towards continual process improvement

We are an inspired, curious, results oriented and intense team of professionals building a venture-backed company that will be a disruptor for years to come. As a member of this early stage company, you’ll play a material role in defining our value and shaping our future. This is an incredible opportunity to contribute to the development of a team that will be at the forefront of revolutionizing a $500B per year industry.

REZI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, religion, sexual orientation, age, disability, citizenship status, veteran status or any other basis protected by applicable law. Applicants with disabilities who require accommodation should contact [email protected] We are committed to diversity in all forms and encourage members of underrepresented communities to apply. At REZI, we view diversity as a competitive differentiator and a strategic imperative.

 

*third party agencies, please do not contact about this position. Thank you.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • Twitter BootstrapLibraries
    • MemcachedDatabases
    • MySQLDatabases
    • FigmaDesign
    • JIRAManagement
    • AirtableManagement
    • SalesforceCRM

Location

Our office is located in the historic Standard Oil Building in the financial district.

An Insider's view of REZI

What are some social events your company does?

Friday happy hours where we reward ourselves for a job well done that week, and get to know each other on a personal level.

Neeru

Project Manager

What projects are you most excited about?

We're currently working with vendors to select amenities to elevate our rental experience beyond what you'd normally expect from typical landlords in the city. It's exciting to see how creative we can be.

Jenn

Director of Tenant Success

What makes someone successful on your team?

To be successful at REZI requires being assertive and driven. This is a small team of passionate people with strong ideas. We encourage healthy debate, as well as committing to a final solution.

Jean Francois

West Coast Director - Acquisitions

What is your vision for the company?

At Rezi, we want to lower barriers and make renting an easier process that's accessible to more people. Renting an apartment should be in everyone's reach.

Keenan

CEO and Founder

What unique initiatives do you have that encourage innovation?

One of the more exciting challenges here is building a transparent, seamless, and fair application process that's open to all.

Seva

Chief Officer of Research & Analytics

What are REZI Perks + Benefits

REZI Benefits Overview

Health benefits, 401K, parental leave, continuing education package, CitiBike membership, One Medical membership, unlimited PTO, paid holidays, commuter benefits, and equity

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
We are a diverse team, beginning with our founders; at REZI, we view diversity as a competitive differentiator and a strategic imperative
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Rezi employees can contribute up to $2700 annually to their FSA.
Disability Insurance
details shared with candidates
Dental Benefits
details shared with candidates
Vision Benefits
details shared with candidates
Health Insurance Benefits
REZI covers 75% of an employee's individual premium with additional family and domestic partner options. We provide health benefits through Aetna, and there are multiple plans from which to chose.
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide ten weeks of paid leave to either primary or secondary caregiver, inclusive of adoption and fostering
Flexible Work Schedule
occasional work from home
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Unlimited
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
REZI hosts quarterly social outings in addition to occasional team outings.
Happy Hours
Happy hours are hosted Once per week.
Relocation Assistance
Professional Development Benefits
Promote from within
Continuing Education stipend
Our learning reimbursement plan is available for use upon your start date. We believe in continuing education as part of your role success here and encourage it.
Paid industry certifications
Varies by role and need.
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