Customer Care Representative

The Role:

Our Customer Care team goes above and beyond our customer’s expectations to make sure they get the utmost in care and service. Our Customer Care Specialists are the face of our company to homeowners and to our broker partners. Our goal is to answer customer calls, emails and chats with energy, positivity, and knowledge to demonstrate our commitment to a customer-first culture. We empower homeowners and broker partners with solutions to their home ownership and closing needs. The ideal candidate is 1) first and foremost a team player, 2) approaches every communication with fresh perspective and energy, 3) enjoys problem solving, and 4) embraces learning and feedback for continuous improvement. This role will focus on ensuring excellent service standards and maintaining high customer satisfaction.

Job Duties: 

• To be the first responder of customer inquiries via phone, email, and chat
• Listen, identify, and assess each customer’s need to offer a solution that empowers them to use our services
• Create customer relationships with trust, accuracy, and proactive assistance to build a portfolio of customer accounts
• Provide accurate information and proactive updates coordinating product, operations and field team technology and support
• Achieve/exceed individual and team customer satisfaction and quality targets
• Provide attentive and action-based solutions for customer escalations, ensuring high quality responses, follow up and customer satisfaction through resolution
• Maintain active records and internal coordination of each interaction to ensure timely and accurate follow up
• Participate in bi-weekly call and text calibration meetings to identify recurring process and training opportunities to implement solutions for continuous improvement
• Escalate unaddressed process, training and communication needs to ensure continuous improvement and industry leading reputation for the company
• Continuously assess and offer feedback on procedures, training and policies to ensure growth for the company and customer satisfaction at each point of engagement
• Live our values of customer-first approach in all communications and actions

What you Bring to the Table:

• Highly tuned and professional communication skills for voice, email and chat
• Active listening skills and ability to communicate updates and solutions
• Energetic, positive, and fresh approach to customer inquiries and requests
• Ability to multitask, prioritize, and manage time effectively
• Ability to influence stakeholders and coordinate solutions through completion
• Experience with CRM tools preferred
• Residential real estate sales experience preferred
• Associates degree preferred
• Good energy, team-approach, professionalism, great work ethic and ability to learn quickly will be prioritized over any experience or degree preferences

What we offer:

• Competitive compensation package (Salary+ Bonus) [Full-time]
• 401K 
• 100% employer paid medical, dental, and short - term disability benefits
• 50% dependent paid medical and dental 
• PTO (Paid Time Off)
• 10 paid company observed holidays
• Company provided laptop, monitor, accessories
• Paid Maternity & Paternity Leave
• Remote/Flex Options
• Fun virtual/in person company events