Job description

We are hiring Customer Support Specialist (Phone) 🚀

You will join a team of high-performing, data-driven Customer Engagement Specialists who are creative, driven, and highly collaborative. As we are a young startup, you will be expected to drive the development and improvement of our team.

What You’ll Do:

Monitor support channels and quickly respond to inbound customer requests via phone
Implement Hearth’s platform and product solutions into the business operations of our customers
Drive engagement, activity, and accountability through meaningful outreach
Share valuable customer feedback and ideas with internal product and engineering teams to make our product everything our customers need and more.
Resolve customer issues, questions, or concerns quickly and with empathy.
Identify, troubleshoot and escalate issues pertaining to customer education and product functionality.
Compose thoughtful and accurate messages to customers and create prepared responses to customer emails and texts.
Manage and control numerous concurrent tasks in tandem.

Who You Are:

Customer-obsessed with a track record of going above and beyond for the customer
Impeccable attention to detail
Desire to help our customers and be their advocate
Ability to customize the support experience to the needs of individual customers
You are highly results oriented. You focus on outcomes and do whatever’s needed to get there.
You are a skilled problem solver.
You have impeccable written and verbal communication skills.
You have are reliable and have excellent time-management
You are a strong team player and self-starter.
You have strong multi-tasking skills
You are highly coachable
Ability to thrive in a fast-paced environment
Ideal: past experience with Salesforce.com
Ideal: past experience in home improvement.
Ideal: past experience with lending/credit
Ideal: experience in SaaS customer service or sales