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    Customer Experience Associate - Foster City, United States - QuinStreet

    QuinStreet
    QuinStreet Foster City, United States

    2 weeks ago

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    Description

    Job Description

    Job Description

    Powering Performance Marketplaces in Digital Media

    QuinStreet is a pioneer in powering decentralized online marketplaces that match searchers and "research and compare" consumers with brands. We run these virtual- and private-label marketplaces in one of the nation's largest media networks.

    Our industry leading segmentation and AI-driven matching technologies help consumers find better solutions and brands faster. They allow brands to target and reach in-market customer prospects with pinpoint segment-by-segment accuracy, and to pay only for performance results.

    Our campaign-results-driven matching decision engines and optimization algorithms are built from over 20 years and billions of dollars of online media experience.

    We believe in:

    • The direct measurability of digital media.
    • Performance marketing. (We pioneered it.)
    • The advantages of technology.

    We bring all this together to deliver truly great results for consumers and brands in the world's biggest channel.

    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.

    QuinStreet is an equal opportunity employer. We do not discriminate on the basis of 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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