Remote Customer Service Rep - Mortgage Platform, Growth

Arive; San Ramon (CA); Remote; USD 45,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental and Vision

401(k) Plan

Generous PTO

Learning opportunities

Job summary

ARIVE is seeking a Customer Service Representative to provide frontline phone support for users of our digital mortgage platform. This remote role requires you to reside in the continental United States and join a fast-growing startup that values quick thinking and strong client relationships.

You will handle inquiries, route escalations, and stay current on product features while maintaining a calm, proactive demeanor in a high-volume environment.

Qualifications

• 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.

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.

Skills

Phone support

Customer service

English communication

Calm under pressure

Self-motivation

Job description

ARIVE is seeking a Customer Service Representative to provide frontline phone support for users of our digital mortgage platform. This remote role requires you to reside in the continental United States and join a fast-growing startup that values quick thinking and strong client relationships.

You will handle inquiries, route escalations, and stay current on product features while maintaining a calm, proactive demeanor in a high-volume environment.