Customer Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $53k - $56k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Second Nature

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

☁️ SaaS

🏠 Real Estate

🤝 B2B

💰 $16.4M Series C on 2020-03

SaaS • Real Estate • B2B

Second Nature is a Resident Experience Platform that helps property managers personalize and automate resident onboarding and benefits. Its software combines Resident Onboarding, customizable Resident Benefits Packages, and an orchestration engine called Maestro to streamline leases, move-in tasks, credit-building, renters insurance, utilities, and other resident services. Delivered as a cloud platform for property management companies, Second Nature aims to improve resident retention, reduce delinquencies and maintenance costs, and increase operational efficiency.

📋 Description

• Answer inbound customer service emails and calls and resolve issues in a timely manner • Use Salesforce Service Cloud to respond to customer tickets • Ensure timely resolution of issues and maximize customer satisfaction • Deliver first-time resolution with quality and professionalism • Provide proactive customer service through questioning, listening, probing, rapport building, and objection handling • Maintain accurate customer contact details and company information in Salesforce and partner platforms • Follow SOPs and maintain professional standards • Maintain understanding of all Resident Benefit Package products • Meet and exceed customer expectations, goals, and metrics measured through GetFeedback or CSAT scores • Provide first-line support for technical issues and product information • Review and update product-offering information for client and resident accounts • Respond thoroughly to assigned cases and provide prompt resolution • Identify opportunities to upsell additional products to current Resident Benefit Packages • Achieve key outcomes including product education by Day 30, resolving 65+ issues per month by Day 60, and CSAT 90%+, post-call score 4.8+, and QA score 85%+ by Day 90+ • Support property managers and their residents as part of Second Nature’s Resident Experience Platform

🎯 Requirements

• 2+ years experience in customer service, building rapport over the phone and overcoming objections • Experience with Salesforce Service Cloud (or similar) and G-suite • Proven experience delivering results while meeting tight deadlines • Ability to communicate effectively with internal and external stakeholders • Confident personality with the ability to adapt quickly in a technology-led environment • Ability to plan and organize workload in a fast-paced environment • Ability to work successfully as an IC and as part of a team • Team and customer-service focus • Ability to work a M-F, 9 to 6 EST schedule • Must be available during scheduled working hours • Quiet, professional, distraction-free work environment • Own reliable high-speed internet connection • Legal right to work in the United States after hiring

🏖️ Benefits

• Offers Equity • Medical, Dental, Vision, & Life Insurance • 401K Plan • Work Remotely from anywhere in the US • Open PTO and sick days • A supportive team to help you grow your career and unlock your full potential • Opportunity to get in on the ground floor of a fast-growing startup • Bi-annual in-person company meetings with reimbursed business travel costs • Remote-first, work-from-home flexibility