Homeowner Support Specialist

Who you are:

We are in search of an articulate, organized, and empathetic individual to join our team as Homeowner Support Specialist. In this role, you will be instrumental in ensuring an outstanding experience for our homeowners as the first line of contact for inbound calls, emails, and chat. You’ll answer homeowner questions, de-escalate customer challenges, and document interactions with the end goal of identifying trends and improving processes. This is a great opportunity for someone with customer service experience, a high level of empathy and attention to detail, and interest in learning in a growing, fast-paced environment!

What you'll do:

Inbound Inquiries

• Serve as the first point of contact for homeowners by answering inbound line calls, addressing inquiries, providing information, and offering support
• Respond promptly and professionally to homeowner emails, ensuring clear communication and resolution of queries
• Engage with homeowners through our online chat platform on Hometap.com, offering real-time assistance and fostering positive interactions
• Work closely with our team of Investment Managers and Director of Sales to execute on and further homeowner conversion and experience best practice

Homeowner De-Escalation

• Proficiently handle and de-escalate challenging situations, transforming potential issues into opportunities for enhanced customer satisfaction
• Methodically document and track escalated cases, collaborating with cross-functional teams to resolve complex homeowner concerns
• Act as liaison between Sales and Marketing to communicate homeowner concerns and points of friction

Online Reputation Support

• Meticulously monitor and surface themes specific to homeowner Truspilot reviews
• Work collaboratively with the sales training & marketing teams to continuously enhance the homeowner experience

Invested Homeowner Support

• Act as a primary contact for invested homeowners, handling general inquiries related to investment increases, new property investments, ancillary products, and partnership offers

What you'll bring:

• 1+ year of inbound or outbound customer service experience 
• Excellent verbal and written communication skills
• Strong organizational and time management abilities
• Empathetic and customer-focused approach
• Experience with de-escalating customer concerns
• Ability to work collaboratively in a fast-paced startup environment
• A knack for researching problems, identifying trends, and finding solutions
• Comfort in a fast-paced, highly collaborative work environment