SmartAsset - Client Experience Specialist

Remote - ET (Eastern)+ Equity1mo ago

Remote Junior NA Customer Support Specialist Concierge CRM Management

Requirements

• 1+ years of high-volume call center experience required • Comfortable in an environment where quota attainment and conversion metrics are heavily emphasized • Ability to learn and quickly adapt based on user and business needs • Organized, detail-oriented, and excellent time-management skills • Must be available to work some holidays or weekends during peak seasons • Prolonged periods of sitting at a desk and working on a computer • Must be able to communicate via phone calls and/or video conferences (mainly for concierge and sales roles)

Responsibilities

• Engage directly with consumers by performing a high volume of outbound phone calls (200+ calls/day expected). • Consistently meet or exceed individual and team performance metrics, including both qualitative and quantitative goals. • individual and team performance metrics • Serve as a trusted guide for users navigating the process of connecting with vetted financial advisors. • connecting with vetted financial advisors • Proactively contact users who have expressed interest and schedule advisor consultations, ensuring a seamless experience. • schedule advisor consultations • Utilize a combination of customer service best practices and scripted messaging to deliver a tailored, high-quality experience. • customer service best practices • scripted messaging • Accurately log all user interactions, challenges, and outcomes in our internal CRM system. • log all user interactions, challenges, and outcomes • Identify and escalate recurring user pain points to improve the overall experience. • Identify and escalate recurring user pain points • Contribute to ongoing improvements by sharing insights and suggestions with team leads and cross-functional partners. • sharing insights and suggestions • Support additional projects or initiatives as needed in a fast-paced, collaborative environment. • as needed

Benefits

• Fully Remote Work: All roles are fully remote within the contiguous U.S., giving you flexibility to do your best work from where you thrive. • Fully Remote Work: • Comprehensive Health Coverage: Multiple Medical, Dental, and Vision plan options through trusted national carriers—so you can choose what fits your needs. • Comprehensive Health Coverage: • Life & Disability Protection: Company-paid Life/AD&D coverage, with options to add supplemental life and disability plans for extra peace of mind. • Life & Disability Protection: • Financial Wellness: 401(k) with employer match, pre-tax savings through FSA and HSA options, and equity packages offered for every role. • Financial Wellness: • Time Off That Works: Generous vacation, sick, and parental leave policies—because balance matters. • Time Off That Works: • Additional Perks: Pet insurance, home office stipend, and Employee Assistance Program (EAP)