Customer Service Representative (Phone Support) at ARIVE in 100% Remote (USA)

Job description

• 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.
• 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.

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.

Requirements

• 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.

Skills

Preferred

• Relationship management experience

Benefits

• 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