Experienced Customer Success Specialist – Inbound, Eastern United States (REMOTE)
At arenaflex, we're a caring group of people who came together from across the industry with the belief there had to be a better way to serve people in the journey between homes. We offer a first-of-its-kind arenaflex Bridge Loan that gives everyone in the process more convenience, certainty, and competitiveness. Founded in 2015, we have earned the industry's trust: an A+ Better Business Bureau rating and relationships with more than 120,000 real estate agents in our 75 markets across the US. Launched by founding team members of Trulia, we are funded by industry leading investors, including Foundry Group, Greycroft, RRI, Parker89, and The National Association of Realtors who serves 1.6 million members. We're most proud of the stories from people we've helped get their new home, and the five-star Zillow rating from over 750 reviews. To learn more, arenaflex.
Join Our Team and Make a Lasting Impact
As an Experienced Customer Success Specialist at arenaflex, you will be the first point of contact for lenders, real estate agents, & borrowers. Your goal is to effectively educate everyone you interact with on the details of our first-of-its-kind arenaflex Bridge Loan. arenaflex enables borrowers to use the money "tied up" in their current home to purchase their next one. You'll be an expert in navigating our platform and will be solution-focused in a fast-paced startup environment. You'll work closely with internal teams providing insightful and valuable feedback as it pertains to the partner/borrower journey.
Key Responsibilities:
• Leverage your experience in real estate to be the first point of inbound and outbound contact with lenders, real estate agents & borrowers via phone, email, text, etc.
• Educate lenders, real estate agents and borrowers on the arenaflex Bridge Loan value proposition, diving into detail on how it works, and sharing your subject matter expertise
• Answer & resolve lender, real estate agent & borrower questions regarding arenaflex's programs and overcome their objectives, and/or route them to the appropriate point of contact
• Troubleshoot & provide technical assistance, communicating internally and providing follow-up with the client
• Follow up on social media posts
• Work all channels within specified SLA's while maintaining a positive customer experience
• Work autonomously, continuously learning, while prioritizing adhering to meeting schedules/times
• Continually learn, grow, and expand your knowledge, while also supporting others' learning experiences; act as a mentor and be a resource for others inside and outside of your team
• Take on ad-hoc projects as they arise & always be willing to support your team where needed
Essential Qualifications:
• Rotational weekend coverage may be required
• A minimum of 3 years of relevant experience
• Flexibility to work Eastern hours 9 am - 6 pm
• Bilingual in Spanish preferred, but not required
• Excellent communication skills
• High emotional intelligence and empathy skills
• Real estate license is preferred, but not required if you do have experience working extensively with agents
• Recent experience working in a real estate position and/or experience speaking with real estate agents in a past professional role, understanding the fundamentals of the real estate industry
• Recent experience answering Facebook messages for a corporate account
• Recent experience successfully handling high volume phone, email, text, etc. with speed and accuracy
• Proven success working independently, autonomously, & reliably, exceeding metrics, all with a positive attitude and smile on your face
• Confident in building rapport with customers and internal stakeholders
• Technical chops - you can jump into new technology seamlessly & learn fast. We use Google, Zoom, Slack, and more
• Belief in creating diverse, equitable, and inclusive practices and programs that will further arenaflex's commitment to making an impact, learning, putting people first, being open, and courageous
• Have proven success working 100% remote in prior positions & are experienced working with a distributed, national team
• Education: High school or equivalent experience
Preferred Qualifications:
• Recent experience working with a distributed, national team
• Experience working in a fast-paced startup environment
• Experience with customer success, account management, or a related field
• Experience with CRM software, such as Salesforce
• Experience with social media management tools, such as Hootsuite
Skills and Competencies:
• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Strong organizational and time management skills
• Ability to adapt to changing priorities and deadlines
• Strong technical skills, including proficiency in Google Suite, Zoom, and Slack
• Ability to learn and adapt to new technologies and systems
• Strong customer service skills, with a focus on providing exceptional customer experiences
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong attention to detail and ability to maintain accuracy and quality in work
Career Growth Opportunities and Learning Benefits:
• arenaflex offers a comprehensive training program to help you develop your skills and knowledge
• Opportunities for professional growth and development, including mentorship and coaching
• Access to industry-leading tools and technologies
• Collaborative and dynamic work environment with a team of passionate and dedicated professionals
• Flexible work arrangements, including remote work options
• Competitive compensation and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
Work Environment and Company Culture:
• arenaflex is a remote, distributed company with employees across 17 states and counting
• We value diversity, equity, and inclusion, and are committed to creating a workplace that is welcoming and inclusive for all employees
• We prioritize work-life balance and offer flexible work arrangements to support our employees' needs
• We are a fast-paced and dynamic company, with a focus on innovation and continuous improvement
• We value open communication and collaboration, and encourage our employees to share their ideas and feedback
Compensation, Perks, and Benefits:
• Competitive base salary: $66,000 USD + incentive program (bonus)
• Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
• Flexible work arrangements, including remote work options
• Access to industry-leading tools and technologies
• Opportunities for professional growth and development, including mentorship and coaching
• Collaborative and dynamic work environment with a team of passionate and dedicated professionals
How to Apply:
If you're a motivated and customer-focused individual who is passionate about making a lasting impact, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!
Equal Employment Opportunity:
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is welcoming and inclusive for all employees, and we strive to ensure that our hiring practices are fair and unbiased.
Note:
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is welcoming and inclusive for all employees, and we strive to ensure that our hiring practices are fair and unbiased.