Homeowner Support Specialist
Who you are:
We are in search of an articulate, organized, and empathetic individual to join our team as Homeowner Support Specialist. In this role, you will be instrumental in ensuring an outstanding experience for our homeowners as the first line of contact for inbound calls, emails, and chat. You’ll answer homeowner questions, de-escalate customer challenges, and document interactions with the end goal of identifying trends and improving processes. This role will work west coast hours, 9am-5pm Pacific Time.
This is a great opportunity for someone with customer service experience, a high level of empathy and attention to detail, and an interest in learning in a growing, fast-paced environment!
What you'll do:
Inbound Inquiries
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
Homeowner De-Escalation
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
Online Reputation Support
Work collaboratively with the sales training & marketing teams to continuously enhance the homeowner experience
Respond to homeowner inquiries through Hometap’s chat function
What you bring:
1+ year of inbound or outbound customer service experience
Available to work a regular schedule of 9am-5pm Pacific Time. (Note: You will work East Coast hours for the first three weeks of training before transitioning to a regular Pacific Time schedule.)
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
A knack for researching problems, identifying trends, and finding solutions
Comfort in a fast-paced, highly collaborative work environment
Experience working remotely
Computer savvy, quick learner, with an ability to pick up new and changing software quickly
A collaborative and team-oriented approach
The annual compensation for this role is $60,000. You’ll also receive meaningful equity, so you can share in our growth and success. We offer generous medical, dental, and vision coverage, a work-from-home stipend, 401k match, parental leave, and plenty of paid time off to recharge.
Homeowner Support Specialist
Who you are:
We are in search of an articulate, organized, and empathetic individual to join our team as Homeowner Support Specialist. In this role, you will be instrumental in ensuring an outstanding experience for our homeowners as the first line of contact for inbound calls, emails, and chat. You’ll answer homeowner questions, de-escalate customer challenges, and document interactions with the end goal of identifying trends and improving processes. This role will work west coast hours, 9am-5pm Pacific Time.
This is a great opportunity for someone with customer service experience, a high level of empathy and attention to detail, and an interest in learning in a growing, fast-paced environment!
What you'll do:
Inbound Inquiries
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
Homeowner De-Escalation
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
Online Reputation Support
Work collaboratively with the sales training & marketing teams to continuously enhance the homeowner experience
Respond to homeowner inquiries through Hometap’s chat function
What you bring:
1+ year of inbound or outbound customer service experience
Available to work a regular schedule of 9am-5pm Pacific Time. (Note: You will work East Coast hours for the first three weeks of training before transitioning to a regular Pacific Time schedule.)
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
A knack for researching problems, identifying trends, and finding solutions
Comfort in a fast-paced, highly collaborative work environment
Experience working remotely
Computer savvy, quick learner, with an ability to pick up new and changing software quickly
A collaborative and team-oriented approach
The annual compensation for this role is $60,000. You’ll also receive meaningful equity, so you can share in our growth and success. We offer generous medical, dental, and vision coverage, a work-from-home stipend, 401k match, parental leave, and plenty of paid time off to recharge.