Company Description
Verifast is a leading verification-as-a-service platform that provides digital identity, KYC, income verification, employment validation, tax transcript data, and advanced analytics for financial and property management industries. The platform delivers full profit and loss, cash flow, and underwriting transaction management insights to help clients make faster, more accurate decisions. Verifast supports consumer mortgage lending, business lending, and property management tenant screening. With operations in the Toronto, Canada and NYC Metro areas, Verifast serves a broad range of organizations seeking secure, compliant, and scalable verification solutions.
Role Description
The Centralized Leasing CSR (Customer Success Representative) is a full-time remote role where you will be integral to ensuring our clients successfully leverage our SaaS leasing solutions. Your responsibilities include:
- Serve as the primary point of contact for customer inquiries related to leasing transactions and software functionalities.
- Troubleshoot issues and provide timely resolutions via phone, email, and chat.
Relationship Management:
- Build and maintain strong relationships with customers, understanding their unique needs and challenges.
Feedback and Improvement:
- Collect and analyze customer feedback regarding their experience with the software and leasing processes.
- Collaborate with the CS team to provide feedback to product and development teams to relay customer insights and suggest enhancements.
Documentation and Record Keeping:
- Ensure all customer documentation is organized and accessible for future reference.
Advocacy and Growth:
- Advocate for customers within the organization, ensuring their voices are considered in product and service decisions.
- Identify opportunities for upselling or cross-selling additional features or services based on customer needs.
Collaboration:
- Work closely with the CL team to ensure seamless communication and support for clients and applicants
- Participate in team meetings to discuss customer issues and share best practices.
Qualifications
- Strong customer service and customer support skills, with the ability to handle high volumes of inquiries professionally. 1-3 years of experience in a previous role, preferably in a leasing or property management environment.
- Excellent verbal and written communication skills, including active listening and conflict resolution.
- Comfort with remote work, using CRM, call center, and chat tools, and maintaining productivity independently.
- Strong attention to detail, accurate data entry skills, and ability to follow standardized workflows and compliance guidelines.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- High school diploma or equivalent required; post-secondary education in business, communications, or related field is an asset.
Nice to Haves
- Fluency in Spanish and/or French
- Pacific time zone