Customer Service Representative, Phone Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the primary contact for incoming phone inquiries.

• Resolve issues manageable via phone and direct tasks to the suitable teams.

• Deliver exceptional customer support while handling call volumes and conveying relevant information during traffic rerouting.

• Stay informed about system features, client use cases, marketing materials, and event schedules to effectively respond to phone inquiries.

• Review voicemails for potential callbacks and assign callback responsibilities accordingly.

• Navigate team and company protocols to efficiently address or redirect client calls.

• Keep records and maintain awareness of call volumes and topics to identify proactive strategies for addressing volume and user challenges.

• Offer frontline support for ARIVE software users via phone, with additional support provided through chat, email, and social media.

⛳️ Requirements

• At least 2+ years of pertinent customer support experience, including phone support.

• Experience in the mortgage industry is highly preferred.

• Proficient communication skills over the phone in English, including the ability to calm difficult clients and convey complex information verbally.

• Composed demeanor and interpersonal skills, with the capacity to maintain composure under pressure.

• Self-motivated and eager to learn, practice or rehearse the software system, and conduct independent research.

• Ability to excel in an unstructured, fast-paced environment and effectively manage time while balancing priorities and quality versus quantity.

• High integrity and a strong commitment to fostering a successful company and nurturing customer relationships.

• Previous experience engaging with business owners and executives, as well as relationship management experience, is a plus.

• Must reside within the continental United States.

🏝️ Benefits

• Medical, Dental, and Vision Insurance Benefits.

• 401(k) Plan (with employer match).

• Generous PTO.

• Opportunities for continuous learning in a dynamic, growth-oriented startup.

• Benefits and PTO included as part of the compensation package.