Customer Success Specialist 109 views

Knock is on a mission to revolutionize how people buy and sell homes. With a Knock Home Swap™, homeowners get the certainty and convenience of being able to buy and move into their new home before prepping and selling their old one while saving money compared to selling the traditional way. Working with a local Knock Certified Agent of their choice, consumers skip the hassles of living through repairs and showings, pay only one mortgage at a time and have home prep covered upfront so their old home sells on the market for the highest possible price.
Launched in 2015 by founding team members of Trulia.com, Knock has raised more than $600 million in debt and equity, from top tier investors, including RRE Ventures, Foundry Group, Redpoint, Greycroft, Corazon Capital, Correlation Ventures, Great Oaks Venture Capital and FJ Labs. The company is headquartered in New York and San Francisco and operates in Atlanta, Charlotte, Raleigh-Durham, Dallas, Fort Worth and Phoenix with more cities on the way.
We’re looking for a Customer Success Specialist to join our remote team working in the Pacific Standard time zone, Sunday – Thursday, 9 AM – 6 PM PST. As a Customer Success Specialist (CSS) here at Knock, your goal is to make a great first impression and then back it up with unbeatable customer service. You believe that customers are the most valuable aspect of our business and you treat them as such.
At Knock, we have fun, we move fast, we celebrate our fellow teammates, and we live by our POPSICLE values.

As a Customer Success Specialist you will:

    • Be the first point of inbound contact with our customers via phone, text, chat, and email.
    • Go above & beyond to provide world class customer experiences, resolve customer inquiries, and overall put our customers first.
    • Answer & resolve homeowner and Real Estate Agent questions and concerns regarding Knock’s Home Swap program, and/or route them to the appropriate point of contact.
    • Consistently meet personal and team qualitative and quantitative metrics.
    • Partner with cross-functional, internal teams on a regular basis.
    • Confidently express your ideas to improve & grow the team as we scale.

We’re looking for Knockstars who have:

    • Must be able to work Sunday – Thursday , and live in the Pacific time zone (PST).
    • Impacted the customer experience by providing world class service.
    • Proven success working independently, autonomously, & reliably, exceeding metrics, all with a positive attitude and smile on your face.
    • Superb communication skills – one of your goals is to educate our customers on our service offerings and products; articulating what we do clearly is key.
    • Be courageous in building rapport with customers.
    • Technical chops – you can jump into new technology seamlessly & learn fast. We use Google, Front, Zoom, Slack, and more.
    • Prior experience managing many competing priorities in a high volume environment, across multiple channels.
    • Believe in creating diverse, equitable, and inclusive practices and programs that will further Knock’s commitment to making an impact, learning, putting people first, being open, and courageous.
    • You have proven success working 100% remote in prior positions & are experienced working with a distributed, national team.
    • We encourage you to apply even if you don’t have every listed requirement.

What We Can Offer You:

    • Equitable compensation offered based on your accomplishments, experience, and what market data shows in your geographic region.
    • Offering full medical, dental, vision benefits, flexible work schedules, unlimited vacation (2 weeks mandatory), 401k, paid parental leave, and many amazing benefits to impact our people’s lives.
    • Flexibility to live and work anywhere within the continental United States.
    • This is a 100% remote, work from home, full-time career at Knock.
We are proud to be a distributed company from our founding with employees in 21 different states. 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.
Knock, and its subsidiaries, 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Please no recruitment firm or agency inquiries, you will not receive a reply from us.
This position is in the continental United States.
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