Job description

JOB DESCRIPTION: CUSTOMER SUCCESS REPRESENTATIVE

Job Overview:

The Customer Success Representative’s full responsibility is to dial out using an automated system to gather prospective leads for Loan Officers.

This includes direction from the Customer Success Manager and Sales Manager to ensure calls are handled with professionalism and adequately. Upon hire, training will include step by step instruction on how to use the dialing system and a proper script will be given to those depending on mortgage status (Licensed Loan Officer vs. Entry Level Dialer).

This position will also serve as a training role that could transition into Loan Officer or Loan Officer

Assistant.

Reports To:

Customer Success Manager and Sales Manager

Responsibilities and Duties:

• Customer Success Representatives perform a variety of support tasks to offer exceptional service to potential Borrowers. Their duties and responsibilities often include: o Communicating with customers over the phone o Providing introductory information to potential Borrowers o Working with a sales team to provide good customer service o Listening to potential borrowers concerns and handling any complaints if they arise o Monitoring customer satisfaction levels o Enhance telephone calling skillset maximize daily transfer to LOs

Skills and Qualifications:

• A Customer Relations Associate uses many soft skills and transferable skills to provide the best experiences to customers that they can, including: o Great communication abilities, including written and verbal communication o Patience, empathy, and professionalism o Good problem-solving and decision-making capabilities.

Experience Requirements:

Entry-level Customer Success Representative may only have completed the minimum education requirements (High School Diploma) and be fit to complete on-the-job training. Some entry-level candidates may have 1 or 2 years of experience in another customer service role, sales role, or elsewhere.

Job Type: Part-time

Pay: $15.00 - $20.00 per hour

Benefits:

• Employee discount
• Paid training
• Work from home

Schedule:

• Day shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Sacramento, CA: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: Multiple Locations

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