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    Customer Experience Associate - Austin, United States - Modernize Home Services

    Modernize Home Services
    Modernize Home Services Austin, United States

    5 days ago

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    Description

    Job Description

    Job Description

    Company Overview

    At Modernize (a QuinStreet division) our mission is to simplify home improvement by inspiring motivated homeowners and connecting them with qualified contractors. Our foundation is based on 10 years as a driving force as Home Improvement Leads in online lead generation – connecting homeowners with high–quality contractors – in the $300 billion annually grossing home improvement market. We're working hard on a new brand and new products to cater to homeowners and the most successful contractors in the industry.

    We're looking for sharp, motivated individuals to join our growing team. Teammates who enjoy using technology to solve problems will thrive in our dynamic startup environment. We have an open floor plan that encourages the entire team to participate in critical discussions and allows everyone to be a vital contributing factor. You'll enjoy our hip, newly renovated office in the heart of downtown with a view of the capital and the downtown skyline.

    Job Category:

    A Customer Experience Associate provides operational and transactional support to 360 Finance clients of all business life cycles. This support includes the entire financing duration of a home improvement project for client interactions delivered via the Contact Center work distribution channels.

    Responsibilities

    • Receive calls from clients (lenders, contractors, and consumers) over the phone to source any and all needs related to 360 platform programs
    • Research inbound requests in a timely manner to sustain, maintain, and enhance our client relationships
    • Listen to our customer's concerns, solve problems, answer questions and work with them to find a resolution while showing empathy
    • Because every customer is different, we expect you to take the initiative to truly understand our customers current challenges, solve them, and use your expertise to proactively help them avoid future challenges
    • Conduct outbound follow up and engage internal departments, when needed, to fully resolve complex and/or escalated service requests
    • Ensure each client has a positive experience with our company – service first
    • Build strong working relationships to address and support client needs
    • Complete required paperwork and documentation at the end of each day within all system(s)
    • You may be asked to participate in special projects, assume new responsibilities and adjust priorities as requested
    • Handle complex workmanship/contractor complaints, including the proper situational assessment and applicable escalation to Management.
    • Adherence to company compliance rules and financial institution regulations
    • Ability to cross-train on additional skills in the development path to increase financing-brokered originations

    Qualifications

    • High School Diploma required, or equivalent; some college education preferred
    • 4+ years in Call Center Service; Client Advocacy or Account Management experience preferred
    • 2+ years of Sales, financial or banking sectors, or, home improvement experience preferred
    • Excellent verbal, written, and listening skills
    • Spanish bilingual preferred
    • Working knowledge of Microsoft Office products
    • Strong attention to detail
    • Excellent communication skills, a love for talking to people, and the ability to WOW customers
    • Relentless drive to own the customer's problem and ability to think outside of the box to resolve them
    • Excels in high-tempo settings and is adept at juggling multiple tasks, including muti-task using technology
    • Ability to adapt to change and work well in a fast-paced environment
    • Proficiency in team-based endeavors and joint projects
    • Positive attitude and a willingness to learn and grow

    The expected hourly rate for this position is $16/hr to $22/hr. This hourly range is an estimate, and the actual hourly rate may vary based on the Company's compensation practices. The hourly rate may be adjusted based on applicant's geographic location. This position is eligible to participate in the Company's standard employee benefits programs, which currently include health care benefits.

    #LI-REMOTE

    Flexibility for occasional travel to different offices or events is essential to fulfill the duties of this role. This may include attending meetings, conferences, or training sessions, as well as collaborating with team members or partners in various locations. While travel requirements may vary, candidates should be prepared to engage in occasional travel as needed to support business objectives and foster professional relationships.

    Modernize (a QuinStreet division) is an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, pregnancy status, sex, age, marital status, disability, sexual orientation, gender identity, or any other characteristics protected by law.

    Please see QuinStreet's Employee Privacy Notice here.

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