Customer Support Specialist

Job Description

Job Description

Groundfloor is searching for a proactive, quick-thinking, problem solver with a talent for connecting with people. If you're authentic, detail oriented and eager to grow, and customer focused, we want you on our team!

Groundfloor is a remote-friendly, hyper-growth, wealthtech company based out of Atlanta. We value vulnerable high-quality/low-ego collaboration. If that sounds good to you, join us!

THIS JOB MIGHT BE FOR YOU IF:

• You're a problem solver who likes to think on your feet and enjoys a challenge.
• You thrive in a fast-paced environment, can adapt to change and provide insights on ways to improve.
• You go above and beyond because you want to, not because you have to.
• You consider yourself a 'people-person', because you love helping and connecting with people.
• You believe the details are important and actively listen for them.
• You are authentic, accountable, and persistent.
• You are humble enough to ask questions and have a drive towards learning new things.
• You have a sense of humor and a good attitude while maintaining a good work ethic.
• You enjoy engaging in financial conversations through various methods of communication; verbal and written.

A DAY IN THE LIFE:

• Build strong and lasting relationships with our customers, supporting them through white-glove service as measured by CSAT
• Demonstrate your unique problem-solving abilities, provide solutions that exceed customers expectations
• Contribute to implementing processes, tools, and systems to improve customer success delivery (e.g., live chat)
• Identify opportunities to improve established business metrics to drive efficiencies and improve the customer experience
• Develop a deep understanding of the business - our key metrics, drivers for growth and participate in formulating our overall service and sales strategy.
• Champion the customer view; always look for ways to improve the customer experience, remove pain points, champion product and service opportunities, increase engagement and retention.
• Take ownership of customer inquiries, partnering with the appropriate team members, and providing updates to the customer along the way for the best possible customer experience.
• Take inbound calls and digital requests from investors and respond accordingly to create a memorable experience by actively seeking out ways to WOW.
• Anticipate additional questions/needs based upon previous interactions and provide insights to proactively provide support to investors.
• Contribute to a fun and inspiring work environment
• Work Schedule: 8-7p EST Saturday-Tuesday upon 90 days in role; Flexibility available for the ideal candidates

YOUR EXPERIENCE + A FEW NICE TO HAVES:

• Recent College graduate BA/BS degree 0-1 years experience or 3+ years recent experience in a similar role ( preferably in Financial Customer Service)
• Experience with CRM systems (i.e.Hubspot, Intercom & AirCall) is a bonus.
• Experience in real estate and/or finance.
• Bilingual (English / Spanish) is a bonus, but not required.
• Keep update date by learning from our own content and other relevant sources (i.e. Groundfloor Blog, Internal Knowledge Base)