Operations associates have broad knowledge across all of Latchel’s operations. These associates are the front line to each of our customer types. They may go from receiving a text message from a resident, right into calling a property manager and then responding to an email from a Contractor. They are warriors of efficiency.

• Operations Associates' daily responsibilities include:
• Receive & process inbound phone calls, texts, emails, and web chats. 
• Categorize & route inbound requests to the appropriate teams.
• Handle routine operations tasks, including but not limited to scheduling, diagnostics, troubleshooting, maintenance coordination, invoice collection and upload, and technical support. 
• Provide feedback on processes, documentation, policy, and procedure improvements.

Competencies & Qualifications

• 3+ years of experience in customer service-oriented role (performed via phone, text, webchat, email)
• English proficiency
• Spanish speaking is preferred
• Previous experience in Property Management industry is strongly preferred
• Proven examples: Communication is direct and to the point; ability to communicate action steps clearly; excellent problem solving; thinks quickly on feet; able to show empathy and connect with customers
• Additional requirements for Troubleshooters:
  • Strong previous experience in technical support. 
  • Previous experience supporting upset customers in urgent situations

Equipment Requirements: 

• Computer
• External monitor (strongly preferred)
• Noise-canceling headphones
• Quiet, professional work environment

Preparing for Latchel Interviews: 

Latchel uses the STAR technique in our interviews. The STAR interview method focuses on behavioral and situational interview questions. STAR stands for: situation, task, action, result.

The interviewers will ask behavioral questions to determine whether they are a good fit for the Operations team. By using the STAR strategy, your referral can be sure they’re fully addressing the question, while also demonstrating how they were able to overcome previous challenges and be successful.

Your referral should research this technique, and come to the interview prepared to answer questions with clear and concise responses using real-life examples.

Your referral should also be familiar with Latchel’s Leadership Principles.