[Hiring] Customer Service Representative @ARIVE

Role Description

This role involves providing frontline phone support to users of ARIVE's lending platform.

• 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 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.

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.

Benefits

• Annual salary range for this full-time position is $45,000 - $55,000 (exact compensation may vary based on skills, experience, and location).
• Medical, Dental and Vision Insurance Benefits.
• 401(k) Plan (with employer match).
• Generous PTO.
• Endless learning in a fast-paced, growth-mode startup.