Customer Care Specialist (Contact Center) - In Office (Draper, UT)

Nav is the leading credit and financial health platform used by more than 2.4 million small business owners in the United States. 

We’re on a mission to give every small business owner the chance to succeed. The team views each day as an opportunity to challenge the norm, push boundaries, and create meaningful products, services, and experiences that make a positive difference for small business owners each and every day. 

At Nav, our team is just as diverse as the customer base we serve. And, that’s something we’re incredibly proud of. We value individualism just as much as we do hard work, talent and smarts. 

Working at Nav isn’t just a job — it’s an opportunity to gain invaluable experience, work with dedicated professionals, and make a real, lasting impact. 

If you’re ready to be part of a team that’s driven by heartfelt purpose and data, let’s talk.

Our Customer Care Specialists are tasked with providing world-class, professional support and service to our valued customers (typically small business owners). Our specialists can be placed on any number of teams across the contact center. This includes core servicing (calls, chats, email) and general operations support. Regardless of assignment, our specialists are all focused on ensuring that our customers receive top-notch customer care at every touch point.

This position is in office at our Draper, UT location. You must be able to be in office 5 days a week for the first 6 weeks for training and then there will be a hybrid schedule of going into the office 1 day a week and the other 4 days can be remote.

 

YOU WILL:  

• Respond to customer inquiries via phone, chat, email, text or social media, taking appropriate action to ensure each customer receives world class customer service.

• Advise and assist customers in making informed decisions regarding their account.
•  Simplify complex processes and financial concepts and make it easy for small business owners to grasp.
•  Identify and communicate trends from customer feedback, and make recommendations about how to improve our service.
•  Escalate issues to leadership, and partner with key stakeholders as required to resolve issues. 
• Provide detailed notes and documentation for each customer interaction.
• Maintain acceptable customer satisfaction and quality monitoring ratings.
• Maintain acceptable productivity, schedule adherence and utilization levels.

• Meet all individual performance metrics.
• Maintain in-depth, detailed, current knowledge of all products and services.

WHO YOU ARE: 

• Someone who is mission driven and loves having an impact in the lives of others. 
• Motivated, self-starter looking to “hit the ground running.”  You eat fast-paced environments for breakfast. 
• An active listener who empathizes and truly wants to understand our customer’s needs.
• You're excited by change when it means we are continuously improving and meeting the changing needs of our customers. 
• A high-energy multitasker with exceptional organizational skills.
• High School Diploma or GED
• Customer service experience preferred (in a contact center or similar environment)
• Stellar communication skills
• Punctual and dependable
• Hard working with excellent attendance
• Superior computer and typing skills

Schedule flexibility (may eventually include nights and weekends) and the ability to work in our contact center in Draper, Utah

Inclusion at Nav:

At Nav, we celebrate what makes our employees unique because the businesses we serve are progressively diverse and distinctly original. Navericks are diverse, side hustlers, immigrants, veterans, queer, and we push generational boundaries. We are college dropouts, PhDs, special needs parents, allies, pet owners and community leaders. Navericks are human. We are committed to upholding a safe, supportive environment where everyone matters. We are committed to making a better future for all of us. We have created a workplace where people of all backgrounds can express their identities authentically. To put it simply, we want you to be proud to be you.

Our Compensation Philosophy is simple but powerful:

We believe great, enduring relationships are grounded in trust and transparency. Compensation shouldn’t be a distraction, and employees should understand how pay and career advancement decisions are made. Providing equal pay for equal work is table stakes for being a great place to work. Gender and ethnic inequity should only be something that our children read about in history books. We believe providing Navricks with company ownership, competitive p