Customer Service Representative (Phone Support)

ARIVE is a high-growth software startup developing a digital mortgage origination marketplace and platform. The Customer Service Representative will provide frontline phone support to clients and users, answer software-use questions, perform basic troubleshooting, route escalations and sales inquiries, and maintain awareness of call trends and customer needs.

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:

• 100% Remote (must reside in the continental United States)
• Full-time / salaried position
• candidates must be located in the US
• The ideal applicant will be able to quickly learn about the complexities of the mortgage industry on the job and actively apply their newfound knowledge toward solving business and technical problems
• This must also be done in a manner which builds and maintains strong positive client relationships even when under pressure
• 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