Atlanta, GA | Hybrid
Customer Experience Specialist
$60,000 - $70,000
The Customer Experience Specialist is the front line of support for Repli customers — the first point of contact for questions and issues related to MultiHub and VibeSites. This role owns incoming support requests, resolves issues efficiently, and escalates advanced problems to Sr. Specialists and internal teams when needed. Success requires strong interpersonal and conflict-management skills and a commitment to giving every customer professional, efficient support.
Specialists build working knowledge of Repli's products and services across Web Services, Organic Media, and Paid Media. That foundation prepares you for the deeper specialization expected of a Sr. Customer Experience Specialist — the next step on this career path.
In short: You are the first voice customers hear when they need help with MultiHub and VibeSites — and the reason they leave the conversation confident.
💣 responsibilities.
What you will own.
- First point of contact. Serve as the first point of contact for customers seeking technical assistance with MultiHub and VibeSites, delivering timely, accurate support.
- Troubleshooting and resolution. Use efficient troubleshooting and diagnostic methods to determine the best solution based on the issue and the details customers provide.
- Escalation. Escalate advanced issues to Sr. Customer Experience Specialists or designated internal teams, with the context they need to resolve them quickly.
- Follow-through. Follow up with customers and keep ticket status and information current for anything not solved in the first interaction.
- Customer feedback. Submit enhancements and suggestions to the appropriate internal teams based on customer feedback and ticket resolution.
- Continuous improvement. Identify and suggest improvements to support procedures and tools.
What success looks like.
- Customers get timely, accurate answers and leave each interaction with a positive experience.
- Tickets are resolved efficiently, and follow-ups happen without customers having to chase them.
- Escalations reach the right people with the context needed to resolve them quickly.
- Customer feedback reaches internal teams in a clear, usable form.
- Your knowledge of MultiHub and VibeSites grows steadily, preparing you for the Sr. Customer Experience Specialist role.
🏴 required skills.
- Strong analytical and troubleshooting skills.
- Strong communication and customer service skills, including the ability to manage conflict calmly and professionally.
- Tools. HubSpot experience preferred. Familiarity with MultiHub and VibeSites a plus.
- Ability to work under pressure and manage multiple priorities simultaneously.
✊ education and experience.
At least 2 years in a customer support role.
🔥 compensation & benefits.
Salary & Compensation: $60,000 – $70,000
Benefits
- 401K Match Program after 90 days of employment
- Health, Dental & Vision Benefits on day 1 of employment
- Voluntary Short-term and Long-term Disability Benefits
- Voluntary Health and Dependent Flexible Spending Accounts
- Remote work flexibility
- Eligible to participate in Profit Sharing Plan
PTO
- 17 Days - given up-front on start date
- +5 Days of PTO granted each year, starting on your first anniversary
⚡️ about repli.
REPLI is a full-service property tech company that develops custom software solutions for multifamily organizations while also offering on-demand marketing services handled by our in-house agency team. Essentially a one-stop-shop for multifamily apartment marketing.
We’ve created an award-winning culture that you’d be proud to join. We’ve won Best and Brightest Places to Work in Atlanta, Best and Brightest Places in the Nation, 2021-2023 Best Places to Work Multifamily, and 2020 and 2023 NAA Best Places to Work.
REPLI is an equal opportunity employer 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. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, leaves of absence, compensation, and training.
