The Partner Success Specialist (PSS) is the liaison between the photographer in the field and the real estate agent and is responsible for providing daily support to the photographers in-the-field and advocating on their behalf. The PSS position combines photography expertise and customer service skills to ensure that our photographers have a team of experts to help support them in the field day-to-day. An ideal candidate for this position will have a stellar customer service approach and a solution-driven mindset.
Reports To: Partner Support Manager
Salary Range: $39,000-$43,000 annually
Shift: Monday through Friday, with rotating Saturdays 10a-3p MT
DAY TO DAY RESPONSIBILITIES:
The PSS is responsible for the following tasks that include but are not limited to:
- Assist photographers in the field daily through different lines of communication including text, email and calls
- Act with urgency to troubleshoots all In-the-Field Issues reported by photographers
- Assist partners in the field troubleshooting various forms of technology to ensure that we can deliver products and services to our clients on time, including but not limited to Floorplan Gear, Matterport, Tagger, Calendars, Gmail, Camera Gear, etc.
- Coordinate and Celebrate Milestones, and Accomplishments
- Photographer Support and Culture
- Ensure our awesome company culture extends to the partners in the field
- Ensure partners feel heard, valued and supported in the field
- Be able to empathize with partners on the struggles and challenges in the field
- Bring ongoing challenges/photographer feedback to the photography management team when appropriate to advocate for change and improvements
- Ability to provide guidance to partners in the field to ensure that they have the confidence and understanding to comply with Virtuance protocols
- Support the Client Success team, QA team, and Processing team to answer any photography-related questions through chats, tickets and direct communication to understand and resolve availability issues.
- Communicate with Clients directly when issues arise to ensure that the partner gets the timeliest support they need. Some examples of when you’d need to communicate directly with clients:
- Lockbox issues
- Camera problems
- Onsite Cancellations
- Partner Cancellations
- Partner Running Late
- Communicate within the Partner Success Team and coordinating task coverage
- Work together as a Team to ensure that we are finding and implementing efficiencies in processes, workflows, and division of responsibilities within the team
SKILLS:
Customer Service and Communication Skills:
- Superior written and verbal communication skills.
- Be able to listen effectively to find the root cause of issues, and communicate clearly, in an empathetic manner to solve the issue and ensure the client/partner feels heard and supported.
- Passion for providing excellent customer support for our partners in the field, clients, and internal staff.
- Be able to prioritize working with the team on your assigned daily tasks, while assisting with daily partner support items as they occur
- Demonstrate the ability to act with urgency when the situation warrants it to resolve issues
- Demonstrate the ability to prioritize tasks by urgency, importance, and delegation
- Be able to advocate for Partners with management
- Uphold all of Virtuance’s Core Values on a regular basis
- Determine proactive solutions to improve efficiencies and operational excellence for the Partners and Photography Support Team
- Ability to be resourceful in solving problems
Other Key Attributes to be successful in this role include:
- Proactive in nature when taking on tasks
- Ability to take initiative
- Works with a sense of urgency
- Genuinely thrives on making a personal connection with partners
- Flexibility
- Detail-oriented
- Creative and Big picture problem solver
- Thinks on their feet
- Ability and desire to learn new skills, tasks, technology and programs quickly
- Fast typing skills
- Able to convey empathy in written and verbal communication
- Tech Savvy
- Able to create detailed documentation to ensure all members of the team are aware of changes with photographer onboarding
- Photography experience is a plus
WHAT WE OFFER
Compensation: A competitive base salary with growth potential. Benefits: Our team members are the foundation of our company, as such, our generous benefits package includes:
- Health Insurance
- Dental Insurance
- Vision Insurance
- Mental Health Support (via Teladoc)
- Generous 401k Employer Matching
- Long-Term Disability Insurance
- Paid Time-Off
- Internal Growth Opportunity
- Training to set you up for success
- Supportive team environment
- Monday through Friday shifts with an occasional half Saturday
- Additional incentives for meeting/exceeding goals
This job description outlines the core responsibilities, skills, and attributes required for success as a Partner Success Specialist within our organization. We seek individuals who are passionate about providing exceptional support to our partners and contributing to the success of our team.
