Experienced Customer Support Associate – Residential Mortgage Industry
At arenaflex, we're revolutionizing the residential mortgage market with our cutting-edge software solutions. As a rapidly growing company, we're seeking a highly skilled and dedicated Customer Support Associate to join our innovative team. If you're passionate about delivering exceptional customer experiences and thrive in a fast-paced environment, we want to hear from you!
About arenaflex
arenaflex is a pioneering company that's disrupting the traditional mortgage industry with its scalable and sophisticated software solutions. Our platform has already processed 20% of real estate transactions, and we're committed to continuing our growth and innovation. With backing from top investors like Sequoia, Y Combinator, and F-Prime, we're poised for continued success and expansion.
The Role
As an Experienced Customer Support Associate, you'll play a critical role in ensuring seamless customer experiences across our platform. Your primary responsibilities will include:
- Manual New Order creation and related tasks associated with these orders
- Notary Support: Providing phone and email support to our Notary users
- Day-to-Day Operations Ownership:
+ Ensuring manual orders are submitted quickly, efficiently, and without error + Acting as a backup defense for inbound phone calls + Owning the Hubspot New Order and Notary Support queues and answering all tickets within SLA + Following up on status of New, Open, and On-Hold Tickets same day or daily (if needed) + Supporting all users, including Settlement Agents, Escrow Officers, Notaries, and Consumers as needed
- Surfacing themes in support tickets to help reduce overall contact rate
- Assisting with projects like building out support resources and other ad-hoc support projects
Behaviors/Attributes
To succeed in this role, you'll need to 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 & participate
- Manages a calendar/schedule and raises concerns to managers if there is a conflict
Minimum Qualifications
To be considered for this role, you'll need to meet the following minimum qualifications:
- High school diploma required
- 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
To excel in this role, you'll need to possess the following knowledge, skills, and competencies:
- Empathetic & patient; has the ability to see things from others' perspective, especially when problems arise
- Positive 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
Why Join arenaflex?
At arenaflex, we value diversity and drive. We're committed to creating an inclusive work environment where everyone feels valued and empowered to make smart decisions. Our benefits package includes:
- 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
Equal Opportunity Employer
arenaflex is proud to be an equal opportunity workplace. We're committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
California Residents
California residents applying for positions at arenaflex are subject to our candidate privacy policy. (www.arenaflex.com/california-candidate-privacy)
Ready to Join the arenaflex Team?
If you're passionate about delivering exceptional customer experiences and thrive in a fast-paced environment, we want to hear from you! Apply now to become an Experienced Customer Support Associate at arenaflex and be a part of our innovative team! Apply for this job