Customer Service Representative (Phone Support)

ARIVE is a high-growth software startup redefining digital mortgage originations. They are seeking a Customer Service Representative to provide frontline phone support, assisting users with inquiries and ensuring top-tier customer service for their lending platform.

Responsibilities:

• 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 so as 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

Requirements:

• Minimum 2+ years of relevant customer support experience, including phone support
• 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
• Experience working in the mortgage industry is strongly preferred
• Prior experience in speaking with business owners and executives, as well as relationship management experience, are a plus