This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

As part of the Homeward Support Team, you’ll be on the front lines to ensure our customers and agents have an amazing experience with Homeward. We are seeking team members with a strong desire to provide incredible customer service. This role will partner with cross-functional teams to ensure the agents and customers have answers to their questions during peak work hours, in addition to off-hours.

This role is not eligible for visa sponsorship.

In this role, you will:

• Answer and route incoming calls from the Homeward main line from 8 AM to 8 PM in all active markets.
• During normal business hours, route calls to the appropriate team member.
• During evening and weekend shifts, handle calls as needed to get the customer answers while other team members are out of the office.
• Become an expert in all Homeward processes to be able to support agents and customers.
• Proficient understanding of Salesforce to provide necessary support for contract management.
• Strong ability to read and understand contracts and Homeward offer instructions for states assigned.
• Review incoming contracts to ensure accuracy and work with agents to correct any items needed while providing excellent service.
• Work within internal systems to ensure the customer is approved for the offer their agent has submitted prior to signing.
• Review & Sign all incoming contracts and amendments.
• Strong technical skills to manage workload and communication across multiple platforms.
• Attend weekly 1-1 with Team Lead or Manager.
• Attend regular team syncs and trainings.
• Log detailed and accurate notes, and keep systems and records up to date.
• Proficient in e-signature programs such as Docusign, Authentisign, and dotloop.

Qualifications

• An intrinsic desire to serve customers and provide a delightful, seamless experience.
• Keen attention to detail.
• Exceptional organizational skills.
• Impeccable written and verbal communication skills.
• Strong time-management and project management skills.
• An ability to remain calm and focused under pressure.
• The drive to be a part of innovation and a growing team.
• Call center or customer service experience preferred.
• 1+ years real estate, mortgage, or prop-tech experience preferred.

Requirements

• Compensation: $28 / Hour.
• Remote-first environment (our Headquarters are in Austin, TX).

Benefits

• Value-Driven Employee Experience.
• THE GOLDEN RULE: Treat others the way we want to be treated.
• CALM FOCUS: Focus on the larger objective rather than rushing from one task to the next.
• ONE TEAM, ONE DREAM: Collaboration across teams and our three affiliate companies.