Experienced Customer Success Specialist - Inbound, Western United States (REMOTE)

At arenaflex, we're revolutionizing the way people experience home buying and selling. Our innovative Knock Bridge Loan™ is changing the game, providing a seamless, convenient, and competitive solution for everyone involved in the process. As a Customer Success Specialist, you'll be at the forefront of this movement, working closely with lenders, real estate agents, and borrowers to educate them on the benefits of our groundbreaking product.

About arenaflex

arenaflex is a caring group of people who share a common goal: to make the home buying and selling process easier, more efficient, and more enjoyable for everyone. Founded in 2015, we've earned the industry's trust with our A+ Better Business Bureau rating and relationships with over 120,000 real estate agents across 75 markets in the US. Our team is passionate about creating a diverse, inclusive, and equitable environment, and we're committed to making a positive impact in the lives of our customers.

Job Summary

As a Customer Success Specialist at arenaflex, you'll be the first point of contact for lenders, real estate agents, and borrowers in the Western United States. Your primary goal will be to educate and support these stakeholders on the benefits and features of our Knock Bridge Loan™. You'll work closely with internal teams to provide valuable feedback and insights on the partner/borrower journey, leveraging your expertise to navigate our platform and provide solutions in a fast-paced startup environment.

Key Responsibilities

* Leverage your experience in real estate to provide inbound and outbound support to lenders, real estate agents, and borrowers via phone, email, text, and other channels

• Educate stakeholders on the Knock Bridge Loan value proposition, including its features and benefits
• Answer and resolve questions from lenders, real estate agents, and borrowers regarding Knock's programs and services
• Troubleshoot and provide technical assistance, communicating with internal teams and following up with clients as needed
• Follow up on social media posts and maintain a positive customer experience across all channels
• Work autonomously, prioritizing meeting schedules and times while continuously learning and growing
• Act as a mentor and resource for others inside and outside your team, supporting their learning experiences and growth
• Take on ad-hoc projects as needed and be willing to support your team where required

Qualifications

* A minimum of 3 years of relevant experience in customer success, real estate, or a related field

• Flexibility to work Pacific hours (9 am - 6 pm) and rotational weekend coverage may be required
• Bilingual in Spanish is preferred but not required
• Excellent communication skills, high emotional intelligence, and empathy
• Real estate license is preferred but not required if you have experience working extensively with agents
• Recent experience working in a real estate position and/or experience speaking with real estate agents in a past professional role
• Recent experience answering Facebook messages for a corporate account
• Recent experience successfully handling high-volume phone, email, text, and other channels with speed and accuracy
• Proven success working independently, autonomously, and reliably, exceeding metrics with a positive attitude
• Confident in building rapport with customers and internal stakeholders
• Technical chops, with the ability to jump into new technology seamlessly and learn quickly
• Belief in creating diverse, equitable, and inclusive practices and programs that align with arenaflex's commitment to making an impact
• Proven success working 100% remote in prior positions and experience working with a distributed, national team
• Education: High school or equivalent experience

Physical Requirements

* Set up and constantly operate a computer

• Communicate and exchange accurate information to others via telephone or internet video applications

Compensation and Benefits

* Base salary: $66,000 USD + incentive program (bonus)

• Top-tier medical, dental, and vision premiums for full-time employees starting on the first day of employment
• Flexible Paid Time Off for full-time employees
• Paid parental leave for all full-time employees: 12 weeks paid parental leave for the birthing parent, 6 weeks paid parental leave for the non-birthing parent
• $1,000 annually for professional development
• Life, AD&D, and Disability insurance for full-time employees
• 401K (non-contributory by arenaflex) for all employees
• $75 monthly allowance for health and wellness
• Up to $400 monthly for a co-working space for eligible employees
• $100 monthly allowance for home internet, mobile phone, or other communication devices
• $2,500 referral bonus for eligible employees

Work Environment and Culture

* arenaflex is a remote, distributed company with employees across 17 states and counting

• We're proud to be a company that values diversity, equity, and inclusion, and we're committed to creating a workplace that's welcoming and inclusive for all
• Our team is passionate about making a positive impact in the lives of our customers, and we're dedicated to creating a culture that's collaborative, innovative, and fun

How to Apply

If you're a motivated and customer-focused individual who is passionate about real estate and customer success, we'd love to hear from you! Please submit your application, including your resume and a cover letter, in PDF format. We can't wait to hear your story and learn more about your qualifications. Apply Now!

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive and equitable for all, and we're proud to be a company that values diversity, equity, and inclusion. Apply for this job