Customer Support Specialist

We live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, answer any question with just a couple clicks on your phone. Convenience isn’t a luxury, it’s an expectation.

So why not renting? It’s still a chore to get utilities set up, buy renters insurance, get air filters changed, handle pest control, and more.

That’s why we’ve built the world’s first Resident Experience Platform that makes resident onboarding, resident services, and ancillary revenue effortless for property managers.

We’re passionate about turning friction into triple win experiences for residents, property managers, and investors. That way renting can be easy and rewarding for everyone.

Second Nature is looking for an experienced Customer Support Specialist to join our growing team and support our customers - property managers and their residents. The Customer Support Specialist helps the team by delivering an unforgettable customer experience, solving customer issues with positive energy, a can-do attitude and a smile you can feel.

• Answer inbound customer service emails/calls and resolve issues in a timely manner
• Use Sales Force Service Cloud to respond to customer tickets
• Ensure timely resolution of issues resulting in maximum customer satisfaction
• Deliver a first time resolution with quality and professionalism
• Improve customer experience and create triple wins through proactive customer service, including effective questioning, listening, probing, building rapport and objection handling
• Maintain an accurate directory of customer contact details and company information for assigned clients and their residents as well as proactively seek out opportunities to obtain other information to ensure clean accurate data (in Sales Force and partner platforms)
• Maintain the highest professional standards and promote our ethics of trust, open communication, creative thinking and cohesive team effort
• Continually strive for excellence while following SOPs
• Maintain an excellent understanding of all products within a Resident Benefit Package
• Meet and exceed customer expectations, goals and metrics (this will be measured via Get Feedback or CSat scores)
• Act as first support for technical issues or providing information on any of the products within the RBP
• Review and update information within the product offerings as it relates to client/resident accounts
• Respond thoroughly to all cases assigned and provide a prompt resolution
• Identify opportunities to upsell a client with additional products to current RBP

• Day 30:
  Educated on all Second Nature products; answering 5 to 10 phone calls/day
• Day 60:
  Ramped and up to speed. on all things CSS; resolving 65+ issues/week
• Day 90 +:
  Achieving a CSAt score of 90%+; receiving a post-call score of 4.8+; receiving a QA score of 85%+

• 2+ years experience in customer service, building rapport over the phone and overcoming objections
• Experience with Salesforce Service Cloud (or similar) and G-suite
• Proven experience delivering results while meeting tight deadlines
• Ability to communicate effectively with internal and external stakeholders
• Confident personality with the ability to adapt quickly in a technology-led environment
• Ability to plan and organize workload in a fast-paced environment
• Ability to work successfully as an IC and as part of a team
• Team and customer-service focus
• Ability to work a M-F, 9 to 6 EST schedule

This position is a remote-first, work from home position. Second Nature is committed to creating a culture and workplace where remote work fosters collaboration and connections and is a key part of our company story and success. To be successful in a remote work role at Second Nature you…