Customer Success - Inbound (REMOTE)

Knock is a caring group of people who came together from across the industry with the belief there had to be a better way to serve people in the journey between homes. We offer a first-of-its-kind Knock Bridge Loan™ that gives everyone in the process more convenience, certainty, and competitiveness. 

Founded in 2015, we have earned the industry’s trust: an A+ Better Business Bureau rating and relationships with more than 120,000 real estate agents in our 75 markets across the US. Launched by founding team members of Trulia, we are funded by industry leading investors, including Foundry Group, Greycroft, RRI, Parker89, and The National Association of Realtors who serves 1.6 million members. We’re most proud of the stories from people we’ve helped get their new home, and the five star Zillow rating from over 750 reviews. To learn more, Knock.

Customer Specialist, Inbound, supporting the United States remotely

As a Customer Specialist at Knock you will be the first point of contact for lenders, real estate agents, & borrowers. Your goal is to effectively educate everyone you interact with on the details of our first-of-its-kind Knock Bridge Loan™.  Knock enables borrowers to use the money “tied up” in their current home to purchase their next one. You'll be an expert in navigating our platform and will be solution focused in a fast-paced startup environment. You'll work closely with internal teams providing insightful and valuable feedback as it pertains to the partner/borrower journey. 

• Leverage your experience in real estate to be the first point of inbound and outbound contact with lenders, real estate agents & borrowers via phone, email, text, etc. 
• Educate lenders, real estate agents and borrowers on the Knock Bridge Loan value proposition, diving into detail on how it works, and sharing your subject matter expertise 
• Answer & resolve lender, real estate agent & borrower questions regarding Knock’s programs and overcome their objectives, and/or route them to the appropriate point of contact
• Troubleshoot & provide technical assistance, communicating internally and providing follow up with the client
• Follow up on social media posts
• Work all channels within specified SLA’s while maintaining a positive customer experience
• Work autonomously, continuously learning, while prioritizing adhering to meeting schedules/times 
• Continually learn, grow, and expand your knowledge, while also supporting others learning experiences; act as a mentor and be a resource for others inside and outside of your team 
• Take on ad-hoc projects as they arise & always be willing to support your team where needed

Qualifications - You’ll Bring: 

• Rotational weekend coverage may be required 
• A minimum of 3 years of relevant experience
• Flexibility to work 9 am - 6 pm local time
• Bilingual in Spanish a plus
• Excellent communication skills
• You are an expert multitasker 
• High emotional intelligence and empathy skills
• Real estate license is preferred, but not required if you do have experience working extensively with agents
• Recent experience working in a real estate position and/or experience speaking with real estate agents in a past professional role, understanding the fundamentals of the real estate industry
• Recent experience answering Facebook messages for a corporate account
• Recent experience successfully handling high volume phone, email, text, etc. with speed and accuracy
• Proven success working independently, autonomously, & reliably, exceeding metrics, all with a positive attitude and smile on your face 
• Confident in building rapport with customers and internal stakeholders 
• Technical chops - you can jump into new technology seamlessly & learn fast. We use Google, Zoom, Slack, and more
• Belief 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
• Have proven success working 100% remote in prior positions & are experienced working with a distributed, national team 
• Education: High school or equivalent experience
• We encourage you to apply even if you don’t have every listed requirement 

Physical Requirements:

• Set up and constantly operate a computer
• Communicate and exchange accurate information to others via telephone or internet video applications

The candidate must be able to perform the essential functions of the job, with or without reasonable accommodation.

Our Compensation Philosophy: As a fully remote (U.S.