Customer Service Specialist / Concierge Specialist
SmartAsset is a financial technology company with the simple mission of helping people make better financial decisions. Recently named one of Y Combinator's Top 100 companies of all time, we have raised more than $50 million in venture capital. Our personal finance tools, calculators and content reach more than 45 million people each month. Our business model is to help the in-market consumers on our platform find the right Financial Advisor or the right Financial Product to meet their needs.
SmartAsset has been featured in hundreds of publications, including The Wall Street Journal, CNN, TechCrunch, The New York Times, The Washington Post, U.S. News & World Report, TIME, Reuters, Businessweek, Barron's and many more.
We are seeking energetic customer service professionals who are passionate about developing relationships and creating positive user experiences. As a concierge specialist, you will join the newest and fastest growing part of our business, helping thousands of Americans find and speak with financial advisors throughout the country.
Concierge Specialists are frontline voice for the company and play an integral part of our success as we facility communication and schedule meetings between investors and financial advisors. The ability to connect investors with advisors quickly and efficiently is critical to the success of our financial advisor business. You will play a substantial role in driving that success.
The position will be based in our NYC Headquarters.
Hours: 8am-5pm or 1pm-10pm Flexible Days
Interact with Investors via phone (inbound and outbound), email, SMS text and live chat.
Guide SmartAsset users through the process of matching and meeting with financial advisors. Learn about user needs and matching them with appropriate financial advisors.
Call users expressing interest in speaking with financial advisors to schedule calls with financial advisors.
Educate and maintain financial advisor relationships.
Leverage customer service skills and scripted talking points to deliver personalized service.
Document and Communicate user challenges to the product team.
Document all customer interactions and outcomes in our internal CRM.
Meet personal/team qualitative and quantitative targets.
Other projects and duties as assigned.
Required Skills and Experience:
2+ years call center experience
Experience with multi-channel support (call, email, chat, SMS, social media) Preferred
Familiarity with using CRM ticketing systems
Strong communication skills and a great phone presence
Strong email writing skills with attention to detail
Ability to learn, quickly adapt based on user and business needs
Comfortable in the fast-paced, high growth environment of a startup
Organized, detail-oriented, and excellent time-management skills
Must be available to work some holidays or weekends as needed
Catered lunch 3x per week
Regular team social activities (book club, sports league, community service, etc.)
Medical, Dental and 401(k)
Educational reimbursement program