Job Description
At arenaflex, we're revolutionizing the way people experience home buying and selling. Our innovative approach has earned us an A+ Better Business Bureau rating and relationships with over 120,000 real estate agents across 75 markets in the US. As a founding team member of Trulia, we're backed by industry-leading investors, including Foundry Group, Greycroft, RRI, Parker89, and The National Association of Realtors. We're proud of our five-star Zillow rating from over 750 reviews and the stories of people we've helped get their new home. We're seeking an experienced Customer Success Specialist to join our team, supporting the Eastern United States remotely. As a key member of our customer-facing team, you'll be the first point of contact for lenders, real estate agents, and borrowers, educating them on the details of our first-of-its-kind Knock Bridge Loan. You'll be an expert in navigating our platform and solution-focused in a fast-paced startup environment, working closely with internal teams to provide insightful and valuable feedback on the partner/borrower journey. **Key Responsibilities:** • Leverage your experience in real estate to be the first point of inbound and outbound contact with lenders, real estate agents, and borrowers via phone, email, text, and other channels. • Educate lenders, real estate agents, and borrowers on the Knock Bridge Loan value proposition, diving into detail on how it works and sharing your subject matter expertise. • Answer and resolve lender, real estate agent, and borrower questions regarding Knock's programs and overcome their objectives, and/or route them to the appropriate point of contact. • Troubleshoot and provide technical assistance, communicating internally and providing follow-up with the client. • Follow up on social media posts. • Work all channels within specified SLAs while maintaining a positive customer experience. • Work autonomously, continuously learning, while prioritizing adhering to meeting schedules and times. • Continually learn, grow, and expand your knowledge, while also supporting others' learning experiences; act as a mentor and be a resource for others inside and outside of your team. • Take on ad-hoc projects as they arise and always be willing to support your team where needed. **Qualifications:** • Rotational weekend coverage may be required. • A minimum of 3 years of relevant experience. • Flexibility to work Eastern hours (9 am - 6 pm). • Bilingual in Spanish preferred, but not required. • Excellent communication skills. • High emotional intelligence and empathy skills. • 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, understanding the fundamentals of the real estate industry. • 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, all with a positive attitude and smile on your face. • Confident in building rapport with customers and internal stakeholders. • Technical chops - you can jump into new technology seamlessly and learn fast. We use Google, Zoom, Slack, and more. • Belief in creating diverse, equitable, and inclusive practices and programs that will further arenaflex's commitment to making an impact, learning, putting people first, being open, and courageous. • Have proven success working 100% remote in prior positions and are experienced 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. **Our Compensation Philosophy:** As a fully remote (U.S.-based) workforce, our goal is to ensure that all arenaflex employees are fairly compensated. Please note that the salary range information that follows is a good faith estimate for this position provided pursuant to the Colorado Equal Pay for Equal Work Act for Colorado applicants. The base salary for this position is: $66,000 USD + incentive program (bonus). This job posting will expire June 30, 2025. The actual offer, reflecting the total compensation package and benefits, will be at the company's sole discretion, and determined by factors including but not limited to years of experience, job level, geographic location, and other relevant business considerations. The company also reserves the right to amend or modify this job description, employee perks, and benefits at any time. Employees eligible for bonus and/or commission will be provided details in the offer letter. **Enjoying Life & Making an Impact:** • Since our founding in 2015, arenaflex has and continues to offer a 100% remote work culture. • 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. **Equal Employment Opportunity:** arenaflex provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, national origin, ancestry, age, physical or medical disability, medical condition, marital status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable US federal, state, or local laws. **How to Apply:** If you're interested in applying to this position, click the "apply now" button. We're proud to be a remote, distributed company with employees across 17 states and counting. This is an amazing opportunity to be an integral part of building a multi-billion dollar consumer brand in an industry that is long overdue for a new way of doing things. You will be working with a passionate team that is disrupting the status quo. Please note that we are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating a diverse, inclusive, and equitable environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, national origin, ancestry, age, physical or medical disability, medical condition, marital status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable US federal, state, or local laws. Thank you for considering arenaflex as your next career opportunity! Apply for this job