We are hiring Customer Support Specialist (Phone) 🚀
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 to make our product everything our customers need and more.
- 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.
Who You Are:
- 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
- You are highly results oriented. You focus on outcomes and do whatever’s needed to get there.
- You are a skilled problem solver.
- You have impeccable written and verbal communication skills.
- You have are reliable and have excellent time-management
- You are a strong team player and self-starter.
- You have strong multi-tasking skills
- You are highly coachable
- Ability to thrive in a fast-paced environment
- 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