Customer Success Specialist
Caribou
full-time
Posted on:
Location Type: Remote
Location: Arizona • Colorado • United States
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Salary
💰 $24 per hour
About the role
- Answer inbound customer calls from the customer call queue.
- Provide professional, accurate, and efficient responses to customer inquiries, escalating issues as necessary
- Maintain detailed notes of customer interactions in internal systems
- Address loan payoff and insurance binder requests as needed
- Appropriately escalate customer complaints received via inbound channels according to Caribou’s internal Complaints Process
- Monitor and manage customer inquiries via the inbound email queue
- Respond promptly and professionally to all emails, notating customer interactions in internal systems
- Coordinate with internal team members who may already be assisting the customer to ensure consistency in communication.
- Triage third-party emails and route them to the appropriate departments or personnel.
- Support the Pending Lender Approvals and Lender Needs More Information process by reaching out to customers regarding lender requests.
- Review customer-submitted documents to ensure they meet lender requirements.
- Gather and verify any missing information on applications that could delay a decision.
- Maintain clear, professional communication in email and phone correspondence with lenders
Requirements
- Able to handle high-volume email and phone communications
- Problem-solving mindset and a proactive approach to customer interactions
- Strong sense of accountability and follow-through
Benefits
- Competitive compensation: $23.50/hr
- Eligible for annual performance-based Incentive
- Equity options
- 401(k) retirement plan
- Generous paid time off including Flexible Time Off (FTO) for all employees and 100% paid parental leave for all parents
- Exceptional benefits including highly subsidized medical, dental, and vision plans, and fully company-paid mental health, disability, and basic life insurance
- Optional benefits to suit your individual circumstances such as HSAs (with Caribou HSA contributions), FSAs, supplemental life and health, legal, and pet insurance
- Up to $1,000 per year for eligible professional development expenses
- Employee referral program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
problem-solvingproactive approachaccountabilityfollow-throughprofessional communicationcustomer serviceattention to detailescalation managementcoordinationtriage