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Role Description

Are you passionate about being an ambassador for a company that has a NPS of 81 with raving fans? Do you want to make buying and selling a home simpler and more transparent? Ready to quit your job and join the best in class Client Experience team? If you answered yes to the above questions, look no further!

• Assists users with support related issues, including new order entry, researching new tickets, order quotes, updating/canceling orders; refers more complicated issues to appropriate staff using Zendesk, email, group email, and phone.
• Handles support ticket inquiries from clients and vendors on a variety of operational topics and questions.
• Communicates regularly with other members of the support team to discuss recurring problems and to share solutions and best practices.
• Performs other related duties as assigned.
• Answers incoming client calls and appropriately resolves or escalates.

This is a full-time remote position, and typical hours of work and days are Monday through Friday, 8:30 a.m. to 5 p.m. Eastern Time. Occasional evenings may be required as job duties demand. Applicable overtime laws will apply.

What to expect with the interview process? If you meet the minimum requirements, including the location requirement, you will be invited to take a 10-minute assessment online that is a small sample of the type of work we do. This helps to give you a preview of the job, while also demonstrating if it is a good fit. If you pass the assessment, you will be invited to a 15-minute 1-on-1 phone screening with HR to explain the job in more detail. You will then have a 45-minute hiring manager interview via video call.

Qualifications

• At least 3 years in a customer service/call center or related role.
• At least 1 year of experience using Zendesk or equivalent ticketing system.
• High School or GED.

Requirements

• Extremely preferred to have worked in the title industry and be familiar with terminology such as municipal lien searches, estoppels, surveys, release tracking, etc.
• Critical Thinking / problem solving.
• Excellent time management.
• Proven technical skills.
• Excellent and precise data entry and typing skills.
• Excellent verbal and written communication skills.
• Proficient in Google, Adobe, and other related computer software.
• Good organizational skills and attention to detail.
• Ability to keep the information confidential.
• Ability to work independently.
• Friendly and helpful demeanor.
• Computer Savvy.

Benefits

• Multiple health, dental & vision insurance plans to choose from.
• FREE Employer-Paid Life Insurance, optional voluntary life for spouse, children, family.
• FREE Employer-Paid STD.
• Other voluntary options include: LTD, AD&D, Critical Illness, and other supplemental options.
• Employee Assistance Program.
• 401(k) match program.
• Monthly bonus potential after successful completion of training.
• Minimum 15 PTO days (prorated based on first year's start date), then more for each year of service.
• 8 paid holidays.