Homeowner Support Specialist
Hometap
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 per year
Job Level
Junior
About the role
- Serve as the first point of contact for homeowners by answering inbound line calls, addressing inquiries, providing information, and offering support
- Respond promptly and professionally to homeowner emails, ensuring clear communication and resolution of queries
- Engage with homeowners through our online chat platform on Hometap.com, offering real-time assistance and fostering positive interactions
- Collaborate with a small team to review questions, improve functional knowledge, and iterate on processes
- Work closely with Hometap’s sales team, your direct manager, and Director of Sales to execute on and improve responses, processes, and conversion rates
- Proficiently handle and de-escalate challenging situations, transforming potential issues into opportunities for enhanced customer satisfaction
- Methodically document and track escalated cases, collaborating with cross-functional teams to resolve complex homeowner concerns
- Act as liaison between Sales and Marketing to communicate homeowner concerns and points of friction
- Work collaboratively with the sales training & marketing teams to continuously enhance the homeowner experience
Requirements
- 1+ year of inbound or outbound customer service experience
- Strong organizational and time management abilities
- Empathetic and customer-focused approach
- Experience with de-escalating customer concerns
- Ability to work collaboratively in a fast-paced startup environment
- Experience working remotely
- Computer savvy, quick learner, with an ability to pick up new and changing software quickly
Benefits
- Competitive compensation
- healthcare coverage
- unlimited PTO
- a generous share package
- plenty of opportunities for team-building and camaraderie
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceinbound callsemail communicationonline chat supportcase documentationissue resolutionprocess improvementsales supportremote work
Soft skills
organizational skillstime managementempathycustomer focuscollaborationproblem-solvingcommunicationadaptabilityde-escalation