As a Training and Support Consultant at Newbook, you will play a dual role in delivering exceptional customer support and providing effective instructor-led training to clients using our Newbook property management solutions. Your primary responsibility will be to handle incoming phone calls and support requests from customers seeking assistance whilst also conducting online training sessions to educate clients on the effective use of our products and services. By providing our clients with world-class training and support regarding product functionality, new features, updates, and troubleshooting, you will ensure customer satisfaction and maximize the value they derive from our offerings.
Location: In-office, Hybrid or Remote
What you will do everyday:
Client Support:
- Troubleshoot technical problems customers encounter, guiding them through step-by-step solutions and employing active listening to fully understand customers' needs and provide accurate solutions.
- Offer ongoing support to clients after the live day, helping them troubleshoot issues and optimize their use of the company's solutions.
- Serve as a point of contact for clients, building strong relationships and ensuring their satisfaction.
- Collaborate to escalate and resolve complex technical issues efficiently and notify/escalate client concerns to senior management / customer success.
- Strive to achieve customer satisfaction metrics and contribute to improving customer experience.
- Maintaining Customer Support satisfaction scores as per KPI targets.
Client Training:
- Assess the specific needs and requirements of each client to tailor training programs accordingly.
- Develop training materials, modules, and resources to facilitate client learning.
- Conduct training sessions, both one-on-one and in groups, to educate clients on the company's products, services, and operational procedures.
- Ensure that clients understand and can effectively use the tools and resources provided.
- Adhere to support and training standards to ensure consistently high-quality interactions.
Live Day Preparation:
- Work closely with clients to prepare them for their "live day," which will involve the launch of their database, ensure importing and setup requirements are met.
- Ensure crosschecking is completed before live day is due.
- Provide guidance and support to clients during the transition to live operations, addressing any questions or concerns they may have.
Self-Leadership:
- Continuously update your knowledge and skills related to the company's offerings and industry trends.
- Stay informed about changes and updates to the company's products or services.
- Take the initiative to identify areas for improvement in the client training process and suggest enhancements.
Documentation and System Management:
- Maintain and log detailed records of client training sessions, progress, and feedback in CRM.
- Maintain Knowledge Base and Confluence.
- Create training reports and summaries for management and clients.
What you need to bring to the table:
- 1+ years of experience in hospitality, including front desk/reservations or other client-facing operations is required.
- Customer-focused work ethic with demonstrated experience in customer service.
- Ability to build strong relationships with clients and peers.
- Strong technical acumen.
- Excellent verbal and written communication skills.
- Empathy and patience in handling customer inquiries and challenges.
- Proficient in conducting engaging and informative training sessions.
- Problem-solving skills to diagnose issues and provide effective solutions.
Additional Information
- Flexible working hours may be required to accommodate clients in different time zones.
- Training and ongoing professional development will be provided to enhance your product knowledge and training skills.
- Opportunities for career advancement within Newbook may be available based on performance and company needs.
All applicants must be currently authorized to work in the United States on a full-time basis.
Storable is a fully distributed company, but is currently only registered for employment in certain states. To be eligible for employment, you must reside in the following states: AL, AZ, CA, CO, CT, FL, GA, ID, IA, IL, IN, KS, KY, LA, MA, MD, MI, MN, MO, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY
About Us:
At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com.
At the heart of Storable is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. We strive to empower our team and our customers to achieve and win more than ever before.
Benefits and Perks:
- Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
- 401(k) match after 60 days, 100% vested after 1 year.
- Employer contribution to your HSA, plus an HRA to help offset your deductible.
- Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy.
- Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
- 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
- 8 hours of Rest, Relax, Recharge time to care for your mental health.
- Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
- Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
- ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
- Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
- $50 monthly home data stipend, plus a home office sign-on bonus of $250.
- Fertility care support options to help in your journey towards parenthood.
- Access to financial experts to help you make informed decisions and achieve your financial goals.
- Direct Student Loan Payment Program, some qualifications and eligibility rules apply.
Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.
Important Notice: To protect yourself from fraudulent activities, please consider the following:
- Official Communication: All genuine communication from Storable will come from official email addresses, ending in “@storable.com.” Be cautious of any communication that doesn’t match this criteria.
- No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it’s a red flag.
- Verification: If you’re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please contact our HR department directly at POps@storable.com for verification.
Your security and trust are paramount to us. If you suspect you’ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to POps@storable.com
Pay Transparency at Storable
At Storable, we believe in the power of transparency to help our employees Do More and Be More. We value our employees and want to ensure equity and fairness in compensation, which is why we make sure to include the salary range or hourly rate in each job posting.The range listed below is reflective of the base salary market potential for the role over time. The compensation we will offer for this role is within this range and is based on our internal budget along with your skills and experience level. Please talk to your recruiter about the variable pay plan and earning potential for this role.
Potential pay range
$50,000—$75,000 USD
