Customer Support Specialist at Second Nature

Job Description

Today, we live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, and get an answer to your question with just a couple clicks on your phone. Convenience isn’t a luxury, it’s an expectation.
So why not renting? It’s still a chore to get utilities set up, buy renters insurance, get air filters changed, handle pest control, and more.
That’s why we’ve built the world’s first Resident Experience Platform that makes resident onboarding, resident services, and ancillary revenue effortless for property managers.
We’re passionate about turning friction into triple win experiences for residents, investors, and managers. That way renting can be easy and rewarding for everyone.
And now you can join us. Apply today to join 220+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win.
Role Objectives
Deliver an unforgettable customer experience
Resolve customer issues with a customer centric approach to win consistently and create raving fans

Key Competencies

Customer Centricity
Delight the customer by responding to customer service emails, calls and chat with a customer centric attitude
Resolve issues within urgency, notifying the customer if it will take longer
Create triple wins through proactive customer service, including effective questioning, listening, probing, building rapport and objection handling
Continue to receive 98%+ on CSAT scores

Product Knowledge
Develop a clear understanding of the RBP benefits/services/experiences and the Triple Win (RBP value to the resident, PM, Investor)
Continue to articulate RBP value and profit opportunities
Identify opportunities for customer upsells

Cross functional collaboration
Collaborate across departments to ensure a consistent and positive customer experience across all touches
Gather and relay customer insights to internal teams regarding functionality, service needs, and market trends

Attention to detail
Deliver a first time resolution with quality and professionalism

Emotional Intelligence/Empathy
Pay close attention to customer concerns to fully understand and acknowledge their issues
Demonstrate understanding through paraphrasing or summarizing the problem to ensure clarity
Remain calm and professional when dealing with upset customers
Acknowledge customers’ frustrations or emotions with statements like, I understand how that must feel.

Digital Competency
Use SalesForce Service Cloud to respond to customer tickets
Maintain an accurate directory of customer contact details for assigned clients; proactively seek out opportunities to obtain other information to ensure accurate data

Impact on Business
Ensures all customers understand and derive maximum value/revenue from resident RBP activations
Continuously builds and maintains Raving Fans by exceeding expectations, ensuring retention; reducing churn; and increasing upsells

About you
2+ years experience with customer service
Capable of supporting customers while managing high call volumes and complex issues
Passion about building rapport over the phone
Experience with Salesforce Service Cloud (or similar) and G-suite
Experience monitoring and responding to Emails, Calls and Chat simultaneously
Proven experience delivering results while meeting tight deadlines
Ability to communicate effectively with internal and external stakeholders
Confident personality with the ability to quickly adapt 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

This is a full-time, non-exempt position, with an annual salary of $54,000 per year. As a non-exempt employee, you are eligible for overtime pay in accordance with federal, state, and local wage and hour laws.

We get it. Requirements can sometimes hold people back from applying to a job, but don’t let that be the case here. If you believe you have the skills it takes to elevate this role, team, and company, we encourage you to apply for this role.

Remote Work Statement
This position is a remote-first, work from home position. Second Nature is committed to creating a culture and workplace where remote work fosters collaboration and connections and is a key part of our company story and success. To be successful in a remote work role at Second Nature you must:
Be available during your scheduled working hours and give your full attention to the completion of your Second Nature job duties
Have a quiet, professional, distraction-free environment in which to complete your work
Have access to your own reliable high-speed internet connection
Attend our bi-annual in-person company meetings (Second Nature will reimburse the cost of your business travel per company guidelines)
Why Second Nature?
● Health First: Medical, Dental, Vision, & Life Insurance; 401K Plan

● Location: Work Remotely from anywhere in the US

● Flexibility: Open PTO and sick days

● The Product: Beyond the awards and 5-star reviews… our clients and customers love what they can do with a fully managed RBP

● Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect

● Training: A supportive team to help you grow your career and unlock your full potential

● Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category

Second Nature is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We take action to ensure equal employment opportunities for all candidates and employees and to provide employees with a workplace free of discrimination and harassment. Our hiring decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by federal and/or state law