Customer Service Representative - Phone Support

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ARIVE

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ARIVE is a loan origination software, point of sale, products and pricing engine, and so much more.

mortgage • mortgage brokers • fintech • finance • software

51 - 200

Description

• 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.

Requirements

• 2+ years of relevant support experience, including phone support. Mortgage experience, or a college degree in a field yielding understanding in mortgage, finance, or complex problem solving, is a strong plus. • 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. • Technical background in web-based software, javascript, SQL, and related are not required, but may be beneficial.

Benefits

• Medical, Dental and Vision Insurance Benefits • 401(k) Plan (with employer match) • Generous PTO • Endless learning in a fast-paced, growth-mode startup