Customer Service Representative (Phone Support)

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

Job summary

An innovative startup is looking for a dedicated Customer Service Representative to provide exceptional phone support. In this remote role, you will be the first point of contact for clients, addressing inquiries and guiding users through the lending platform. Join a dynamic team where you can make a meaningful impact while growing in a fast-paced environment. With a focus on customer satisfaction, you'll help streamline support processes and enhance user experiences. If you thrive in a challenging yet rewarding atmosphere and are passionate about customer service, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan with Employer Match

Generous PTO

Learning Opportunities

Qualifications

• 2+ years of relevant support experience, preferably in phone support.
• Ability to communicate complex information clearly over the phone.

Responsibilities

• Act as the initial point of contact for phone inquiries and provide top-tier support.
• Keep up to date on system features and assist users with general questions.

Skills

Phone Support

Customer Service

Communication Skills

Problem Solving

Education

College Degree in Finance or Related Field

Job description

Customer Service Representative (Phone Support)

Remote (US)

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 ambitiousCustomer 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:

• Preferred: 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.

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

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.