User Support Specialist

Jobs for Humanity; Tallahassee (FL); On-site; USD 35,000 - 48,000; Full time

Job summary

Array is seeking a User Support Specialist to resolve customer calls, review accounts and billing details, and deliver accurate solutions. You will advocate for customers, surface systemic issues, and work under the Senior Manager, Technical Support.

You will handle inbound/outbound calls, ensure timely resolutions, and maintain empathy with customers navigating financial stress while keeping thorough records and documenting progress in the system.

Qualifications

• 1+ years of call center experience.
• Experience in Fintech or financial services with loan or mortgage support.
• Ability to dissect customers’ situations to define the request and create a resolution.
• Listening and written communication skills with the ability to build empathy and rapport.
• Thrives in a fast-paced, goal-oriented environment with top-tier performance.
• Collaborates with other team members and internal departments.

Responsibilities

• Resolve inbound customer calls by determining the reason for outreach and executing or escalating as necessary.
• Manage inbound and outbound calls in a timely, efficient manner.
• Provide accurate support from start to finish to resolve inquiries or concerns.
• Aim to meet or exceed call center metrics while delivering excellent customer service.
• Identify trends or systemic issues and elevate internally as customer advocate.
• Demonstrate empathy with customers facing financial stress or other challenges.
• Review customer accounts, including billing details, and provide updates.
• Log information from conversations into the database for records.
• De-escalate dissatisfied customers with patient assistance and support.
• Maintain up-to-date familiarity with product offerings to deliver accurate support.

Skills

Call center experience

Fintech experience

Empathy and active listening

Verbal and written communication

De-escalation ability

Problem solving

Job description

As a User Support Specialist at Array, you will resolve inbound customer calls, review customer account and billing details, and deliver accurate solutions for our customers. You'll bring patience and empathy to customers navigating financial stress and surface systemic issues as an advocate for the customer. This role reports to the Senior Manager, Technical Support.

You will:

• Successfully resolve customer calls by determining the reason for customer outreach, identifying solutions, and executing or escalating as necessary.
• Manage inbound and outbound calls in a timely, efficient manner.
• Responsible for providing accurate support from start to finish to resolve customer inquiries or concerns.
• Understand and strive to meet or exceed call center or other operational metrics while providing excellent and consistent customer service.
• Identify trends or systemic issues and elevate internally within the organization, as an advocate for the customer.
• Effectively listen and demonstrate empathy with customers who may be frustrated or stressed about finances or other experiences.
• Review customer accounts, providing updates and information about billing and payments.
• Responsible for keeping records of information received in conversations and logging it into the database.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Maintain up-to-date familiarity with our product offerings to deliver accurate support.

You have:

• 1 + years of call center experience (Customer service).
• Experience in the Fintech or financial services fields, with a focus and/or understanding of loan or mortgage support.
• Ability to dissect customers’ situations to define the request and create a resolution for the problem.
• Listening, verbal, and written communication skillswith the ability to build empathy and rapport with our customers.
• Ability to thrive in a fast-paced and goal-oriented environment with a track record of top-tier performance.
• Positive attitude and the ability to collaborate with other team members and internal departments.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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