Customer Support Specialist
Groundfloor Finance
•Remote
About The Position
Groundfloor is searching for a proactive, quick-thinking, problem solver with a talent for connecting with people. If you’re authentic, detail oriented and eager to grow, and customer focused, we want you on our team! Groundfloor is a remote-friendly, hyper-growth, wealthtech company based out of Atlanta. We value vulnerable high-quality/low-ego collaboration. If that sounds good to you, join us!
Requirements
- Recent College graduate BA/BS degree
- 0-1 years experience or 3+ years recent experience in a similar role (preferably in Financial Customer Service)
- Enjoy engaging in financial conversations through various methods of communication; verbal and written.
Nice To Haves
- Experience with CRM systems (i.e.Hubspot, Intercom & AirCall) is a bonus.
- Experience in real estate and/or finance.
- Bilingual (English / Spanish) is a bonus, but not required.
- Keep update date by learning from our own content and other relevant sources (i.e. Groundfloor Blog, Internal Knowledge Base)
Responsibilities
- Build strong and lasting relationships with our customers, supporting them through white-glove service as measured by CSAT
- Demonstrate your unique problem-solving abilities, provide solutions that exceed customers expectations
- Contribute to implementing processes, tools, and systems to improve customer success delivery (e.g., live chat)
- Identify opportunities to improve established business metrics to drive efficiencies and improve the customer experience
- Develop a deep understanding of the business - our key metrics, drivers for growth and participate in formulating our overall service and sales strategy.
- Champion the customer view; always look for ways to improve the customer experience, remove pain points, champion product and service opportunities, increase engagement and retention.
- Take ownership of customer inquiries, partnering with the appropriate team members, and providing updates to the customer along the way for the best possible customer experience.
- Take inbound calls and digital requests from investors and respond accordingly to create a memorable experience by actively seeking out ways to WOW.
- Anticipate additional questions/needs based upon previous interactions and provide insights to proactively provide support to investors.
- Contribute to a fun and inspiring work environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
