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ARIVE · 2 months ago

Customer Service Representative (Phone Support)

United States

Full-time

Remote

Entry, Mid Level

$45K/yr - $55K/yr

2+ years exp

ARIVE is a high-growth software startup redefining digital mortgage originations through its innovative platform. They are seeking a Customer Service Representative to provide frontline phone support, assist users with inquiries, and ensure efficient customer service operations.

MortgagePoint of SaleSmall and Medium BusinessesSoftware

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

Qualification

Customer support experienceMortgage industry knowledgePhone communication skillsRelationship managementCalm demeanorSelf-motivationTime management

Required

Minimum 2+ years of relevant customer support experience, including phone support

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