客户服务代表（电话支持）
Customer Service Representative (Phone Support)
客户服务代表（电话支持）
- 100% 远程办公（必须居住在美国本土）
- 全职/年薪制职位
- 第一年总年薪 45k - 55k 美元 + 福利 + 带薪假期
ARIVE 是一家高增长的软件初创公司，正在通过构建行业首个批发贷款发行市场重新定义数字抵押贷款发行流程，将独立贷款发起人、行业领先的贷款机构、借款人、推荐合作伙伴、信用提供方以及房产和结算服务提供商整合到一个无缝的贷款发行平台中。
ARIVE 正在寻找一位聪明、表达能力强且有抱负的客户服务代表，主要为我们的用户提供一线电话支持。你将成为 ARIVE 多元化问题解决团队的一员，并在确保我们世界级贷款平台的快速客户服务和支持方面发挥关键作用。在这里工作意味着你将与最优秀的人一起做有意义且可持续影响的工作。
概述
ARIVE 的支持通过即时聊天、电子邮件、电话和社会媒体平台等渠道提供。你将作为 ARIVE 客户和 ARIVE 软件用户的首要电话支持代表，协助用户解决一般使用问题、基础故障排除，并正确转接支持升级和销售咨询。这主要是远程职位，候选人必须位于美国。
职责和任务
- 作为电话咨询的初始联系人，处理可以在电话中解决的问题，并将应由其他团队处理的任务正确转接。
- 提供顶级客户服务，在适当处理电话量的同时，在转接流量时传达相关信息。
- 及时了解主要系统功能、客户使用案例、营销材料和活动日程，以便在电话中熟练讨论并回答相关问题。
- 查看语音邮件以寻找回拨机会，并将回拨责任转交给相关人员。
- 适应性地导航团队和公司的流程，以最有效的方式处理或分流客户电话。
- 维护对电话量和电话主题的记录和意识，以帮助团队识别主动应对电话量和用户痛点的策略。
我们希望找到的人选：
理想的申请人能够快速了解抵押贷款行业的复杂性，以及如何通过技术手段提升用户体验。
查看英文原文
Customer Service Representative (Phone Support)
- 100% Remote (must reside in the continental United States)
- Full-time / salaried position
- $45k - $55k first year total annual compensation + Benefits + PTO
ARIVE is a high-growth software startup that is redefining digital mortgage originations by building the industry’s first Wholesale Originations Marketplace, which connects independent loan originators, industry-leading lenders, borrowers, referral partners, credit providers, and property and settlement service providers into one seamless loan origination platform.
ARIVE is seeking an intelligent, well-spoken, and ambitious Customer Service Representative to primarily provide frontline phone support to our users. You will be part of ARIVE’s diverse team of problem solvers and play a critical role in ensuring accelerated customer service and support of our world-class lending platform. Working here means you get to do work that creates a meaningful, sustainable impact surrounded by the very best people.
General Description
Support of ARIVE is provided through channels including instant chat, email, phone, and social media platforms. You would act as the initial phone support representative for ARIVE clients and users of the ARIVE software, assisting users with general use questions, basic troubleshooting, and proper routing of support escalations and sales inquiries. This is primarily a remote position and candidates must be located in the US.
Role and Responsibilities
- Act as an initial point of contact for phone inquiries, addressing what can be addressed on the phone and properly routing tasks which should be addressed by other teams.
- Provide top-tier customer support, while appropriately addressing call volume and communicating relevant information when rerouting traffic.
- Keep up to date on major system features, client use cases, marketing materials, and event schedules so as to competently discuss them and answer related questions on phone calls.
- Review voicemails for callback opportunities and reroute callback responsibilities to the appropriate parties.
- Adaptively navigate team and company protocols to best address or divert client calls efficiently.
- Maintain records and awareness of call volume and call topics to aid teams in identifying strategies to proactively address volume and user pain points.
Things We Look For:
The ideal applicant will be able to quickly learn about the complexities of the mortgage industry on the job and actively apply their newfound knowledge toward solving business and technical problems. This must also be done in a manner which builds and maintains strong positive client relationships even when under pressure.
- Minimum 2+ years of relevant customer support experience, including phone support.
- Experience working in the mortgage industry is strongly preferred.
- Ability to communicate well over the phone in English, including calming difficult clients and communicating complex information verbally.
- Calm demeanor and people skills, with the ability to maintain that demeanor under stress.
- Self-motivation, willingness to learn, to practice or rehearse in the software system, and to independently research.
- Ability to thrive in an unstructured, fast-paced environment and efficiently manage time while balancing priority and quality versus quantity moment to moment.
- High level of integrity and a strong commitment to building a successful company and nurturing customer relationships.
- Prior experience in speaking with business owners and executives, as well as relationship management experience, are a plus.
What We Offer
- Annual salary range for this full-time position is $45,000 - $55,000 (exact compensation may vary based on skills, experience, and location)
- Medical, Dental and Vision Insurance Benefits
- 401(k) Plan (with employer match)
- Generous PTO
- Endless learning in a fast-paced, growth-mode startup
** Please do not contact employees or ARIVE support directly to inquire about this, or other career opportunities **
Note: ARIVE is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Originally posted on Himalayas