Merchant Support Specialist

About The Role:

What’s unique about this role is that you’ll be joining the Home Improvement team at the ground floor.  If you’ve ever dreamed of working at an early stage start-up, this role will allow you to contribute well beyond the scope of a normal support role, and to have a hands-on opportunity to help create a business from the ground floor.

• →Handle inbound and outbound calls from contractors and consumers, addressing inquiries related to product troubleshooting, login issues, and general assistance.
• →Evaluate loan applications and make well-informed decisions based on established guidelines and criteria.
• →Provide comprehensive customer support by understanding and effectively resolving issues, ensuring a positive experience for all customers.
• →Guide and assist merchants through the onboarding process onto our platform, offering step-by-step guidance and addressing any concerns they may have.
• →Execute various call campaigns to engage with contractors and consumers, promoting new features, updates, or special offers as required.
• →Utilize Zendesk to promptly respond to customer inquiries received via email, maintaining a high standard of written communication and issue resolution.
• →Collaborate with cross-functional teams including product development, sales, and marketing to escalate and resolve complex issues, and provide insights into customer feedback.
• →Continuously strive to enhance customer satisfaction by actively seeking ways to improve processes, address pain points, and contribute to the growth of the support team.

• Proven support experience in a call center environment.
• Strong verbal and written communication skills, with the ability to explain technical concepts in an understandable manner.
• Exceptional problem-solving skills and the ability to remain calm under pressure.
• Strong collaborator with cross-functional teams to succeed in managing projects 
• Adaptability - you understand that change is constant, and you embrace it. You’re agile and resilient. You move quickly and encourage continued improvement
• Empathetic and patient attitude towards customers, ensuring a positive interaction experience.
• Strong work ethic and desire to exceed expectations