Experienced Customer Support Specialist – Residential Mortgage Industry
At arenaflex, we're revolutionizing the way the residential mortgage market operates. Our cutting-edge software is transforming the industry, making it more efficient and customer-centric. As a rapidly growing company, we're looking for a talented Customer Support Specialist to join our team. This role is perfect for someone who is passionate about delivering exceptional customer experiences, has a knack for problem-solving, and thrives in a fast-paced environment.
About arenaflex
arenaflex is a pioneering company that's disrupting the status quo in the residential mortgage market. Our innovative platform is designed to streamline processes, reduce errors, and enhance user experiences. With a strong focus on customer satisfaction, we're committed to building a team that shares our vision and values. As a Customer Support Specialist, you'll be part of a dynamic team that's dedicated to making a meaningful impact in the industry.
Key Responsibilities
As a Customer Support Specialist, you'll be responsible for providing top-notch assistance to all users on the arenaflex platform. Your primary focus will be on three main areas:
- New Order Support: Ensure manual orders are submitted into our platform for clients, allowing our operational teams to manage them efficiently.
- Phone Support: Act as the first point of contact for phone calls, leaving thorough call notes in Hubspot and communicating with team members working on related orders.
- Email Support: Work out of several queues in Hubspot, supporting multiple arenaflex products and user groups. You'll help maintain Service Level Agreements (SLAs) and escalate issues when necessary.
Day-to-Day Operations Ownership
As a Customer Support Specialist, you'll be responsible for:
- Ensuring manual orders are submitted quickly, efficiently, and without error.
- Acting as the first line of defense for inbound phone calls.
- Owning the Hubspot email queues and answering all tickets within SLA.
- Following up on the status of New, Open, and On-Hold Tickets same day or daily (if needed).
- Supporting all users, including Lenders, Settlement Agents, Escrow Officers, Notaries, and Consumers as needed.
- Troubleshooting the suite of arenaflex products with clients, tracking issues, and escalating as needed.
- Surfacing common support issues/themes to the QA and training team to identify areas for refresher trainings and/or improved new hire training.
- Providing helpful feedback regarding our product and processes.
- Surfacing themes in support tickets to help reduce the overall contact rate.
Behaviors/Attributes
As a Customer Support Specialist, you'll demonstrate the following behaviors and attributes:
- Maintains regular and punctual attendance.
- Works overtime as assigned.
- Works cooperatively with others.
- Works in a remote (quiet environment).
- Has a functioning high-speed internet connection.
- Complies with all company policies and procedures.
- Shows up to meetings on time, ready to listen and participate.
- Manages a calendar/schedule and raises concerns to managers if there is a conflict.
Minimum Qualifications
To be successful in this role, you'll need:
- A high school diploma.
- A minimum of 1-2 years of related customer service experience, including phones and emails.
- Strong written and verbal communication skills.
- Ability to learn new computer system applications.
Knowledge/Skills/Competencies
As a Customer Support Specialist, you'll possess:
- Empathetic and patient nature, with the ability to see things from others' perspectives, especially when problems arise.
- Positive attitude with a natural drive to help people, must be customer service-oriented.
- Curious and has a learning mindset; eager for feedback.
- Ability to multitask, stay focused, and self-manage in a fast-paced environment where change is prevalent.
- Detail-oriented.
- Thrives in a team environment.
- Ability to multitask, stay focused, and self-manage.
- Ability to learn new computer system applications.
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Support Specialist, you'll have opportunities to:
- Develop your technical skills through training and mentorship programs.
- Take on new challenges and responsibilities as you grow in your role.
- Collaborate with cross-functional teams to drive business outcomes.
- Participate in regular feedback sessions to ensure you're meeting your goals and objectives.
Work Environment and Company Culture
arenaflex is a remote-friendly company that values flexibility and work-life balance. Our team is passionate about delivering exceptional customer experiences and is committed to making a meaningful impact in the industry. We're proud to offer a dynamic and inclusive work environment that encourages collaboration, creativity, and innovation.
Compensation, Perks, and Benefits
As a Customer Support Specialist, you'll enjoy:
- Competitive salary and benefits package.
- Excellent health, dental, and vision benefits.
- 401(k) with up to 4% company match.
- 16 weeks paid parental leave (regardless of gender).
- Flexible time off policy.
- Flexible spending account for healthcare and dependent care.
- Life and disability insurance.
How to Apply
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you! Apply to this job Apply for this job