MANAGER, CUSTOMER SERVICE CHARLOTTE, NC

Ribbon is a first of its kind real estate technology company transforming the real estate transaction by delivering certainty, transparency and joy to the home buying process.

Consumers and realtors deserve a better experience, and we have designed an open platform that welcomes everyone in the ecosystem to participate.

Our mission is to make home ownership achievable . We live out our mission every day through our core values :

Set New Standards. Our mission requires a new way forward. We start from first-principles to be different, creative and bold.

Big or small, we create new norms.

Build Together. We are one team, one mission, creating vibrant communities of belonging. We unite in our passion and collaborate with optimism, integrity and trust.

Learn, Teach, Grow. In service of delivering a world class experience, we actively learn from our community, educate others, and celebrate the victories and struggles that come along the way.

Your team :

The Customer Experience team gets to help live out Ribbons mission of making homeownership achievable every day. Customer service duties and responsibilities including answering phone calls, chat responses and emails - as well as responding to customer questions and complaints.

You will assist customers through the setup processes, providing a warm welcome to the incoming new leads.

How you'll help make homeownership achievable :

Lead our Customer Experience Associate team which is responsible for :

• Increasing agent activity by providing clear and concise overviews of the Ribbon program
• Manage a high volume of inbound and outbound calls
• Provide accurate, valid and complete information by using the right methods and tools
• Record an accurate recap of each customer interaction via CRM
• Expertise at using customer relationship management tools to exceed customer communication expectations
• Effective communication via phone, chat and email
• Cultivate and maintain customer relationships through providing stellar white glove customer service
• Provide accurate, valid and complete information by using the right methods and tools
• Represent and demonstrate our company values, brand, and mission

What we're looking for :

• 2+ years of management experience
• Passionate and experienced leader to a brand new role to our company
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
• Recruit and train customer service staff
• Develop the customer service staff through meaningful training and call coaching
• Ability to speak with all parties to the real estate transaction and ask intelligent questions
• Strong organizational and time management skills
• Excellent written and verbal communication
• Ability to be highly self-motivated and work in a fast paced, ever-changing environment
• Flexibility! We are a small company that moves and reacts fast.

Bonus Points :

Real Estate knowledge

What we offer :

• Health, dental, and vision insurance
• Flexible, unlimited vacation
• Fully paid parental leave
• Regular team lunches
• Health + wellness stipend
• Company-sponsored TalkSpace membership
• 401(k)
• Commuter benefits
• FSA + HSA
• Learning + development stipend
• Meaningful equity in the company

Even if you dont meet all the requirements, we encourage you to apply! If youd be excited to show up for work each day, wed be excited to have you on our team.

Here at Ribbon were not scared of differences. Its how we break new ground. As we scale and we help families from every walk of life, the team we build must be reflective of the diversity that we serve.

Together, weve built and will continue to grow, a diverse and inclusive culture where everyone has a seat at the table and the space to be their most authentic self.

Ribbon is an Equal Opportunity Employer and we support, celebrate, and cherish all the things that make our teammates who they are.*