Customer Service Representative (Phone Support)

ARIVE; United States; Remote; USD 35,000 - 50,000; Full time

Job summary

Join a high-growth startup redefining digital mortgage originations as a Customer Service Representative. In this remote role, you'll provide essential phone support to users, ensuring they receive top-tier assistance. You'll thrive in a fast-paced environment, utilizing your problem-solving skills to address customer inquiries while building strong relationships. This position offers a competitive salary, comprehensive benefits, and the chance to be part of a dynamic team making a meaningful impact in the industry. If you're passionate about customer service and eager to learn, this is the perfect opportunity for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan with Employer Match

Generous PTO

Continuous Learning Opportunities

Qualifications

• 2+ years of experience in customer support, preferably in the mortgage industry.
• Ability to communicate complex information clearly and calmly.

Responsibilities

• Provide frontline phone support to users and assist with general inquiries.
• Maintain records of call volume and topics to improve service.

Skills

Customer Service

Communication Skills

Problem Solving

Time Management

Mortgage Industry Knowledge

Education

High School Diploma

Relevant Experience in Customer Support

Job description

Customer Service Representative (Phone Support)

Customer Service Representative (Phone Support)

This range is provided by ARIVE. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$35,000.00/yr - $50,000.00/yr

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 support experience, including phone support. Experience working in the mortgage industry is required.
• 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

• Salary range for this full-time position is $35,000-$50,000 (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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Software Development and Financial Services

Referrals increase your chances of interviewing at ARIVE by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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