Customer Support and Vetting Specialist

Material Bank®; Boston (MA); Remote; USD 45,000 - 65,000; Full time

Job summary

Material Bank, a leading technology company in the architecture and design industry, seeks a Remote Customer Support and Vetting Specialist. The role involves delivering exceptional customer experiences and managing new member applications. Ideal candidates will have strong communication skills, attention to detail, and a passion for customer service. Join a dynamic team and contribute to a fast-paced environment focused on innovation and growth.

Benefits

Flexible PTO

Health Benefits

401(k) Plan

Employee Assistance Program

Career Growth Opportunities

Qualifications

• 1-2 years of experience in a technology-first environment.
• Proficient in Excel.
• Ability to manage multiple projects concurrently.

Responsibilities

• Provide high-level and prompt responses to customers through multiple channels.
• Qualify inbound membership applications and manage account setups.
• Analyze and report product malfunctions.

Skills

Communication

Problem Solving

Attention to Detail

Customer Service

Education

Bachelor’s Degree

Tools

Excel

Job description

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Material Bank is a fast-paced, high-growth technology company and created the world's largest material marketplace for the Architecture and Design industry, providing the fastest and most powerful way to start and manage a design project. Learn more about us at www.materialbank.com or see below.

We are looking for a passionate and dedicated Remote Customer Support & Vetting Specialist to join our team and provide world-class support to our B2B customers. As a Remote Customer Support & Vetting Specialist, you will play a critical role in two areas of focus. Firstly, you will be responsible for creating exceptional experiences through customer support across our B2B business units. This includes promptly responding to customer inquiries, providing accurate information about our platform and products, and troubleshooting any issues that arise. You will have the opportunity to work with a diverse range of customers across our business units.

Secondly, you will be responsible for new member vetting on the B2B side. This includes managing new member applications, account setup, account upgrades, and waitlist management to ensure that we maintain a high-quality membership base within our vetting criteria.

To be successful in this role, you should have a passion for delivering exceptional customer experiences and a drive to improve processes across our business units. You should have excellent communication skills, be detail-oriented, and have the ability to work well in a fast-paced and dynamic environment.

What you’ll do:

Support:

• Go the extra mile to wow customers in each interaction by providing high level and prompt responses to customers through multiple channels (chat, email, text)
• Identify customer needs and help customers use specific features
• Research and problem-solve to determine appropriate solutions for customers, think proactively and set follow-ups as needed to ensure contact resolution
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Build sustainable relationships of trust through open and interactive communication
• Follow communication procedures, guidelines, and policies
  
  
  

Vetting:

• Qualify inbound membership applications
• Analyze and manipulate data to identify trends, patterns, and priorities
• Communicate with applicants in a professional, patient, and friendly manner
• Handle accounts for prospective and approved members with empathy
• Maintain documentation with meticulous attention to detail
• Assess risks and issues, alerting management when needed
• Determine and implement process improvements
  
  
  

What you'll bring:

• 1–2 years of experience working in a technology-first environment
• Proficient Excel skills preferred
• Excellent written and verbal communication
• Propensity for process improvement
• Ability to manage multiple projects concurrently
• Ability to pivot, perform and deliver around tight deadlines
• Ability to work effectively, both independently and as part of a team
• A&D industry experience a plus
• Membership qualification experience a plus
• Gated website experience a plus
• Bachelor’s Degree preferred
  
  
  

What you’ll get from us:

• Our people: If you thrive in an inclusive, innovative, and fast-paced organization, look no further! You will get to work alongside some of the brightest minds - Join a genuinely fun and supportive workplace where we keep our employees consistently engaged through internal communication and corporate events
• Relaxation and Celebrations: Flexible PTO, Sick Days, Paid National Holidays, and even more (ask us about this when we connect).
• Health Benefits: We contribute to your medical, dental, vision and short-term/long-term disability plans and have a strong employee assistance program.
• Plan for your Retirement: 401(k) eligible after your first 90 day's employed!
• Giving Back: We sponsor multiple events throughout the year to help out our communities. You will receive time off to give back as well.
• Growth: We’ll help you take your career to the next level. We want you to be creative and take initiative which will allow you to grow and create within the company. Most importantly, be the best at what matters!
• Flexible Work Schedules: With business units and employees across the globe, Material Technologies has embraced ahybrid workingmodel allowing department leaders to decide on thebest approach for their respective teams, whether that beremote, in person, or a little of both.
  
  
  

About Material Bank

Material Bank is the world’s largest material marketplace for the architecture and design industry, providing the fastest and most powerful way to search and sample materials. Material Bank connects design professionals to hundreds of manufacturers through facilitating brand discovery, rep engagement, and material sampling.

Material Bank has transformed the way an entire industry discovers and samples materials. By removing the friction that exists in the process, we drive business between architects and designers (members) and our Brand Partners (clients).

Our powerful material database and proprietary robotic distribution facility allow members to order samples until midnight (ET) to be delivered free of charge anywhere in the US, in one box, by 10:30 AM the next morning.

Connect with us and discover your career at Material Bank.

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Material Bank is proud to be an equal opportunity employer. We value diversity, and all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran or disability status or other status protected under any applicable federal, state or local law.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Design Services

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