Customer Support Specialist (Phone)

We’ve learned that our technology helps contractors grow faster, but when paired with strategic guidance, contractors win even bigger. Your role will be to partner with small business owners and guide them with an obsessive focus on results.

Home improvement contractors are often taken advantage of by marketers and big banks, and while excellent craftspeople, often welcome help with business operations, strategy, and accountability.

As such, your focus will be to identify opportunities and help implement Hearth’s software within customers' operations, which includes training, accountability, and problem-solving, while serving as a trusted advisor.

You will join a team of high-performing, data-driven Customer Engagement Specialists who are creative, driven, and highly collaborative. As we are a young startup, you will be expected to drive the development and improvement of our team.

Monitor support channels and quickly respond to inbound customer requests via phone Implement Hearth’s platform and product solutions into the business operations of our customers Drive engagement, activity, and accountability through meaningful outreach Share valuable customer feedback and ideas with internal product and engineering teams to make our product everything our customers need and more. Resolve customer issues, questions, or concerns quickly and with empathy. Identify, troubleshoot and escalate issues pertaining to customer education and product functionality. Compose thoughtful and accurate messages to customers and create prepared responses to customer emails and texts. Manage and control numerous concurrent tasks in tandem.

Customer-obsessed with a track record of going above and beyond for the customer Impeccable attention to detail Desire to help our customers and be their advocate Ability to customize the support experience to the needs of individual customers You are highly results oriented. You focus on outcomes and do whatever’s needed to get there. You are a skilled problem solver. You have impeccable written and verbal communication skills. You have are reliable and have excellent time-management You are a strong team player and self-starter. You have strong multi-tasking skills You are highly coachable Ability to thrive in a fast-paced environment Ideal: past experience with Salesforce.com Ideal: past experience in home improvement. Ideal: past experience with lending/credit Ideal: experience in SaaS customer service or sales