What are the responsibilities and job description for the Client Success Specialist I position at Credible?
About the Role:
As a member of Credible’s Customer Success Team you’re enthusiastic about solving problems and answering questions. Using active listening and asking questions of your own you provide all the relevant information so that our customers can make informed decisions for their financial future. You’ll respond to customer inquiries and tech support requests by phone, live chat, and email. Through helping our customers use our service you’ll learn the ins and outs of Credible and prepare yourself to grow into a critical member of the Credible team.
*This role will be working our closing shift: 1230pm - 9pm ET*
Responsibilities:
- Respond to a high volume of inbound customer inquiries coming in by phone, live chat, and email.
- Perform outbound calls to re-engage with customers and guide them through the loan process.
- Identify trends impacting client experience and communicating operational issues to our Product Management and Software teams.
- Have the opportunity to share your thoughts, opinions, and insights with leadership.
- Perform other duties as assigned by your supervisor.
Education and Experience:
- A Bachelor’s degree (preferred, but experience may be considered in lieu of a degree).
- 1-3 years of customer service experience, ideally in a high-volume call center environment.
- Experience using CRM tools, like Salesforce (preferred).
Nice to Have:
- Patient, courteous, energetic, and empathetic; both on the phone and in writing.
- Customer-focused; you understand what makes people tick and you want to help them succeed.
- Good at spotting patterns; you notice when you a lot of people are running into similar issues and you are excited to help us make that problem disappear.
Credible is open to hiring candidates in the following locations: North Carolina
