The Property Support Specialist coordinates the onsite duties associated with business operations and upgrades of a property with a strong focus on outbound calling to schedule technicians, installs, change orders and troubles. The specialist handles daily interaction with customers face to face in our remote office while also providing a QA function to ensure all customer documentation is uploaded into their file and service orders are properly documented and closed.

Duties / Responsibilities:

Provide the highest level of customer service and sets the example for all customer facing roles. Create and deliver onsite sales presentations/demos that showcase the latest products and services; Conduct product training with clients as needed. Conduct product demos for new business opportunities and customer education needs that will showcase the Fision product features and benefits. Manage the retail store and provide effective leadership to any assigned staff. Utilize independent discretion for process improvement and customer escalation issues. Oversee the services provided in the community common areas and work with the Commercial Sales team to address service issues or process additional services. Prepare and attend all meetings as required with Property Management and/or Board of Directors. Improve quality results by studying, evaluating, and re-designing processes and implementing necessary changes. Proactively learn and stay current with all products, services, process and procedures as well as the competitive landscape to be prepared for customer questions and requests. Coordinate with Launch Account Manager/Launch Team to ensure new customers are properly trained on Fision Home services and features. Support events and other promotional activities within the region. Work with commercial sales and customer service in educational events, escalations, training, and collections. Handle resident and VIP escalations when necessary. Attend and/or set up local/national tradeshows and community / hospitality association events, when needed. Collaborates with appropriate team to deliver marketing material and make recommendations for additional collateral as necessary. Responds to customer web inquiries and online/social media posts. Willingness to travel and support Developing Market needs. Other duties as required or assigned.

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

High School Diploma required / advanced certifications or degrees preferred At least 2 years in a supervisory or leadership role Exceptional customer service skills Property management or telecommunications experience a plus Ability to multi-task and prioritizes project based on timing and resource availability Proficiency with MS Office Suite (Word, Excel, PowerPoint, Outlook) Must have active, clean non-restricted driver’s license in assigned State Must be able to provide own transportation to various locations in organizational service area

BENEFITS:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including: 

Comprehensive Healthcare/Dental/Vision Plans 401K Retirement Plan with Company Match Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!) Paid Volunteer Time Paid Parental Leave Hotwire Service Discounts – for employees who live on a property serviced by Hotwire.  Discounted service offerings are provided for high-speed internet, video service, phone, and security service Employee Referral Bonuses Exclusive Entertainment Discounts/Perks

 

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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