Customer Support Specialist

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

📋 Description

• Respond to inbound customer service emails and calls, resolving issues promptly.

• Utilize Salesforce Service Cloud to manage customer ticket responses.

• Ensure prompt issue resolution to enhance customer satisfaction.

• Achieve first-contact resolution with a focus on quality and professionalism.

• Offer proactive customer service through effective questioning, listening, probing, rapport building, and objection handling.

• Keep accurate customer contact information and company details updated in Salesforce and partner platforms.

• Adhere to standard operating procedures (SOPs) while maintaining professional standards.

• Stay informed about all products within the Resident Benefit Package.

• Strive to meet and exceed customer expectations, goals, and metrics as evaluated through GetFeedback or CSAT scores.

• Provide first-level support for technical inquiries and product-related information.

• Review and refresh product-offering details for client and resident accounts.

• Address assigned cases thoroughly and ensure swift resolution.

• Identify chances to upsell additional products within current Resident Benefit Packages.

• Accomplish key objectives, including product education by Day 30, resolving over 65 issues monthly by Day 60, and achieving CSAT scores of 90%+, post-call scores of 4.8+, and QA scores of 85%+ by Day 90.

• Assist property managers and their residents as part of Second Nature’s Resident Experience Platform.

⛳️ Requirements

• Minimum of 2 years of experience in customer service, fostering rapport over the phone and addressing objections.

• Proficient in Salesforce Service Cloud (or similar systems) and G-suite.

• Demonstrated ability to deliver results while adhering to tight deadlines.

• Effective communication skills with both internal and external stakeholders.

• Confident demeanor with the capacity to adapt quickly in a technology-driven environment.

• Strong planning and organizational skills to manage workload in a fast-paced setting.

• Proven ability to work independently as well as collaboratively within a team.

• Focused on teamwork and customer service excellence.

• Availability for a M-F, 9 AM to 6 PM EST schedule.

• Must be accessible during designated working hours.

• A quiet, professional workspace free from distractions.

• Reliable high-speed internet connection is required.

• Must have the legal right to work in the United States post-hiring.

🏝️ Benefits

• Equity offerings.

• Comprehensive Medical, Dental, Vision, & Life Insurance.

• 401K retirement plan.

• Flexible remote work options from anywhere within the US.

• Open Paid Time Off (PTO) and sick days policy.

• A supportive team dedicated to helping you advance your career and realize your full potential.

• Opportunity to join a fast-growing startup at the ground level.

• Bi-annual in-person company meetings with reimbursed travel expenses.

• Emphasis on remote-first, work-from-home flexibility.