Onboarding Coordinator

**About MadeComfy**

We are a passionate and diverse team with a mission to build the world's most loved short-term rental and hospitality company. Led by our proprietary technology with a professional, customer-centric approach, we enable Real Estate Agencies to manage short and mid-term rentals on scale and property owners to generate higher rental returns.

**Company Culture**

We know that culture cannot exist solely within a single person, it lives within shared values, beliefs & behaviours. Our core values bind us together and amplify our abilities, we see them as timeless guiding principles - **Trust, Agility, Empowerment & Wow.**

Our focus on culture and team spirit has been awarded on a number of occasions. Earlier this year MadeComfy was awarded by the **AFR BOSS list as Australia's 4th best place to work** in Travel, Retail, Hospitality & Experiences and previously Anthill recognised MadeComfy as one of** Australia's Coolest Companies**

**Overview of the Role**

With our vision in mind to become The World's most loved short-term rental brand, you will play a key role in helping to create and maintain a positive brand image for MadeComfy and our services. Welcoming Customers (Owners) via our Sales team as well as Licensee Partners, who have trusted us to manage their property, you will play a pivotal operational point of contact as you engage your amazing organisational skills and help the Owners understand what the onboarding process is, whilst kicking off a detailed step by step plan to get the properties listed within the agreed timeframes.

Working closely with many teams such as Customer Support, Sales, Housekeeping, Operations and Guest Experience we will deliver an exceptional welcoming workflow in which all steps are communicated openly along the journey.

**Key areas of Responsibility**
- Organising a seamless transition for the owners and their properties between Sales and Customer Success.
- Introducing the onboarding steps and liaising with owners - setting expectations for each step.
- Leaning on your excellent organisational skills you will adapt and pivot where needed to ensure the process keeps moving toward the listing stage.
- Organising photoshoots with our professional real-estate photographers and sending writing requests to our freelance copywriters.
- Build & maintain trust and brand loyalty by reiterating our appreciation for customer feedback, whilst neutralising any negative reviews or comments.
- Providing excellent customer service to our owners and showing great written and oral communication skills.
- Capturing all relevant information about a property through organising reports which are conducted by our field support team.
- Liaising and collaborating with staff and stakeholders across the business to get the properties listed - identifying roadblocks and setting steps in motion to keep the process frictionless.
- Having a keen attention to detail you will be able to offer suggestions where we can continuously improve the process and the accuracy of what is being executed.
- Educating the owners about various aspects of the service that MadeComfy is providing post onboarding (e.g. pricing, maintenance). The customer views us all as one team, so a solid understanding of what each team delivers is key.
- Consistently reviewing the quality of work from all parties (internal and external), you will be able to communicate with authority with our copywriters for example to ensure we showcase the property.
- Finally, perform a detailed quality assessment of the property listing before go-live to make sure that everything is adhered to and any feedback from the owner about the listing has been incorporated.

**KEY TRAITS**:

- Excellent communication skills.
- Strong written ability ensuring the best traits of each property onboarded are showcased.
- You are a very well-organised person who knows when to pivot and shift allotted time, but also knows when to escalate and lean on the team to support each other.
- Self-starter, with a willingness to learn.
- Great at solving problems and is adaptable to a fast-moving and at times complex workflow that relies on multiple levels of dependency.
- Reliable, have great attention to detail and are great at getting things done.
- Comfortable with using technology and digital systems.
- Resilient - stress doesn't stress you out

**PERKS**:

- You'll be joining an incredibly dynamic, passionate & diverse team who are invested in your growth & development.
- A beautiful dog-friendly office in Ultimo.
- Hybrid working environment - 3 days in the office, 2 days from home.
- An award-winning company culture