Position:
Customer Support Specialist
Reports To:
Manager of Onboarding and Support
FLSA
Classification: Non-Exempt
General Classification:
Regular, Hourly, Full Time
HouseAmp is the groundbreaking fintech firm empowering a real estate brokerage's ability to offer homeowners financing for pre-sell renovations, staging, and more through its unique platform. At HouseAmp we are supercharging the American Dream by helping sellers maximize the value of their homes. Our next-generation residential real estate platform allows real estate brokers and agents to create custom programs that amp up their value-added services, maximize their seller's return, and create superb customer experiences.
Position Summary
The Customer Support Specialist is a dynamic role within the Client Services team, focused on providing exceptional service through direct communication channels such as inbound and outbound phone calls, emails, and live chat. The specialist will address a wide range of user inquiries, ensuring swift resolution and user satisfaction. This position is crucial in fostering positive user experiences and maintaining the company's reputation for outstanding support.
Duties and Responsibilities
- Respond promptly and professionally to inbound customer calls, emails, and chats, ensuring a high level of customer satisfaction.
- Proactively initiates outbound calls to new and current users to help with understanding the HouseAmp platform and services.
- Provide accurate and detailed information about HouseAmp's features, services, and policies to customers.
- Assist customers in troubleshooting technical issues, guiding them through step-by-step solutions, and escalating complex problems to the appropriate department when necessary.
- Effectively document and track customer interactions and resolutions in the help desk system.
- Collaborate with other teams, including Sales, Product, and Marketing, to ensure timely and effective issue resolution.
- Maintain a deep understanding of HouseAmp's offerings, updates, and industry trends to provide accurate and up-to-date information to customers.
- Handle customer complaints and disputes with empathy, professionalism, and a commitment to achieving a resolution that aligns with both customer satisfaction and company policies.
- Meet or exceed individual and team performance targets, including response time, customer satisfaction, and other key metrics.
- Continuously identify opportunities for process improvements and provide feedback to enhance the customer support experience.
Ideal Qualifications
- High school diploma or equivalent.
- Proven experience in a customer support role, preferably in a fast-paced online environment.
- Excellent verbal and written communication skills, with the ability to articulate technical concepts to non-technical customers.
- Strong problem-solving and analytical abilities, with a keen attention to detail.
- Empathetic and patient demeanor when dealing with customers, especially during challenging situations.
- Proficient in using Help Desk or CRM systems and other customer support tools, such as Zoho Desk and Zendesk.
- Ability to multitask and prioritize tasks effectively while maintaining a high level of accuracy.
- Strong teamwork and collaboration skills, with the ability to work independently when required.
- Positive attitude, strong work ethic, and a genuine passion for providing exceptional customer service.
- Excellent organizational skills, planning, attention to detail, and time management.
- Ability to work independently and as part of a diverse, remote team
Preferred Qualifications
- Familiarity with real estate or home improvement industries is a plus
Ideal Candidate:
- Demonstrates a strong work ethic and self-starting attitude.
- Situated in the Pacific Standard Time (PST) zone, aligning with regional business hours and facilitating seamless collaboration with our West Coast operations.
Other important information about this position:
- This is a remote-first position that requires flexibility to work across time zones.
- Occasional travel may be required.
- This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.
- Every position requires certain physical capabilities, the Company seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.
The preceding job description is not intended to describe in detail the multitude of tasks that may be assigned but to provide a general overview of this position's expectations and responsibilities. As the nature of business demands change, so may the functions of this position. Additional duties and responsibilities may be assigned.
