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.

And now you can join us. Apply today to join 290+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win - creating the ultimate Triple Win.

About the Role

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.

What you’ll do:

• Answer inbound customer service emails/calls and resolve issues in a timely manner

• Use SalesForce 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 SalesForce 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 GetFeedback 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

Key Outcomes

• 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/month

• Day 90 +: Achieving a CSAt score of 90%+; receiving a post-call score of 4.8+; receiving a QA score of 85%+

About you:

• 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

We get it. Requirements can sometimes hold people back from applying to a job, but don’t let that be the case here. If you believe you have the skills it takes to elevate this role, team, and company, we encourage you to apply for this role.

Remote Work Statement

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 must:

• Be available during your scheduled working hours and give your full attention to the completion of your Second Nature job duties

• Have a quiet, professional, distraction-free environment in which to complete your work

• Have access to your own reliable high-speed internet connection

• Attend our bi-annual in-person company meetings (Second Nature will reimburse the cost of your business travel per company guidelines)

Our Core Values

Pirate Ship; not a cruise ship. Bias towards action.

Massive Growth takes massive growth. We embrace challenges to increase our impact.

Grow the Pie. We focus on results so our customers & their customers win. Triple Win!

Purple Heart. We put the team before ourselves.

Extreme Ownership. See something? Say something; right the ship to get us back on course.

Be a moment maker. We aim to shatter the status quo.

Why Second Nature?

• Health First: Medical, Dental, Vision, & Life Insurance; 401K Plan
• Location: Work Remotely from anywhere in the US
• Flexibility: Open PTO and sick days
• The Product: Beyond the awards and 5-star reviews… our clients and customers love what they can do with a fully managed RBP
• Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect
• Training: A supportive team to help you grow your career and unlock your full potential
• Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category

Second Nature is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We take action to ensure equal employment opportunities for all candidates and employees and to provide employees with a workplace free of discrimination and harassment. Our hiring decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by federal and/or state law