Remote Customer Support Specialist — Resident Experience

Praxy; Northern (KY); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Open PTO

US-only remote work

Reimbursement for in-person company 2x

Bi-annual in-person company meetings (

Job summary

Second Nature is hiring a Customer Support Specialist to join our remote-first team serving property managers and residents. You will handle inbound inquiries, resolve issues, and use Salesforce Service Cloud to manage tickets, ensuring timely resolutions and high CSAT.

The role emphasizes proactive service, professional communication, and upsell opportunities within the Resident Benefit Package. Ideal candidates have 2+ years in customer service, experience with Salesforce Service Cloud or

Qualifications

• 2+ years experience in customer service, building rapport over the phone and overcoming objections.
• Experience with Salesforce Service Cloud (or similar) and G-suite.
• Proven experience delivering results while meeting tight deadlines.
• Ability to communicate effectively with internal and external stakeholders.
• Confident personality with the ability to adapt quickly in a technology-led environment.
• Ability to plan and organize workload in a fast-paced environment.
• Ability to work successfully as an IC and as part of a team.
• Team and customer-service focus.
• Ability to work a M-F, 9 to 6 EST schedule.

Responsibilities

• Answer inbound customer service emails/calls and resolve issues in a timely manner.
• Use Salesforce Service Cloud to respond to customer tickets.
• Ensure timely resolution of issues resulting in maximum customer satisfaction.
• Deliver a first time resolution with quality and professionalism.
• Improve customer experience and create triple wins through proactive customer service.
• Maintain an accurate directory of customer contact details and company information in Salesforce.
• Maintain professional standards and promote trust and open communication.
• Follow SOPs to strive for excellence.
• Maintain understanding of all products within the Resident Benefit Package.
• Meet and exceed customer expectations and CSat targets.
• Act as first support for technical issues or product information within the RBP.
• Review and update information related to client/resident accounts.
• Respond thoroughly to all cases assigned and provide prompt resolution.
• Identify opportunities to upsell additional products to current RBP.

Skills

Customer service

Communication

Time management

Problem solving

Stakeholder communication

Tools

Salesforce Service Cloud

G Suite

Job description

Second Nature is hiring a Customer Support Specialist to join our remote-first team serving property managers and residents. You will handle inbound inquiries, resolve issues, and use Salesforce Service Cloud to manage tickets, ensuring timely resolutions and high CSAT.

The role emphasizes proactive service, professional communication, and upsell opportunities within the Resident Benefit Package. Ideal candidates have 2+ years in customer service, experience with Salesforce Service Cloud or