[Hiring] Phone Customer Support Specialist @Hearth

Role Description

We’ve learned that our technology helps contractors grow faster, but when paired with strategic guidance, contractors win even bigger. Your role will be to partner with small business owners and guide them with an obsessive focus on results.

Home improvement contractors are often taken advantage of by marketers and big banks, and while excellent craftspeople, often welcome help with business operations, strategy, and accountability.

As such, your focus will be to identify opportunities and help implement Hearth’s software within customers' operations, which includes:

• Training
• Accountability
• Problem-solving

You will join a team of high-performing, data-driven Customer Engagement Specialists who are creative, driven, and highly collaborative. As we are a young startup, you will be expected to drive the development and improvement of our team.

What You’ll Do:

• Monitor support channels and quickly respond to inbound customer requests via phone
• Implement Hearth’s platform and product solutions into the business operations of our customers
• Drive engagement, activity, and accountability through meaningful outreach
• Share valuable customer feedback and ideas with internal product and engineering teams
• Resolve customer issues, questions, or concerns quickly and with empathy
• Identify, troubleshoot and escalate issues pertaining to customer education and product functionality
• Compose thoughtful and accurate messages to customers and create prepared responses to customer emails and texts
• Manage and control numerous concurrent tasks in tandem

Qualifications

• Customer-obsessed with a track record of going above and beyond for the customer
• Impeccable attention to detail
• Desire to help our customers and be their advocate
• Ability to customize the support experience to the needs of individual customers
• Highly results oriented
• Focus on outcomes and do whatever’s needed to get there
• Skilled problem solver
• Impeccable written and verbal communication skills
• Reliable with excellent time-management
• Strong team player and self-starter
• Strong multi-tasking skills
• Highly coachable
• Ability to thrive in a fast-paced environment

Requirements

• Ideal: past experience with Salesforce.com
• Ideal: past experience in home improvement
• Ideal: past experience with lending/credit
• Ideal: experience in SaaS customer service or sales

Benefits

• Mission-driven, values-based culture
• Competitive pay
• Unmatched opportunities to learn and develop; front-row seat at a fast-growing tech startup

Company Description

Hearth embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. We consider for employment qualified applicants with arrest and conviction records.

Hearth uses AI-assisted tools as part of our hiring process. All hiring decisions are made by a Hearth employee. Questions about our process? Contact [email protected] .