About Spruce

Spruce is the platform enabling modern real estate transactions. We work with forward-thinking mortgage lenders, real estate companies, and investors. We believe that the future of real estate will be driven by automation, efficiency, and digital experiences. Our mission is to provide the products and services necessary to make that happen.

About the job

The Client Experience Associate will serve to proactively solve problems and provide a world-class support experience through phone, email, and task channels. They do this by tapping into their knowledge of Spruce’s internal systems and processes as well as their deep industry knowledge while closely collaborating with adjacent teams and departments. 

What you'll do

• Proactively handle incoming communication from clients and customers via phone, email, tasks, and Slack
• Communicate SLAs to clients and customers based on the type and level of complexity of the question
• Act as a client communication handler by understanding and responding directly to customers, ensuring their concerns are addressed, or by routing the contact to the right team for resolution
• Manage client Front email boxes and Slack channels by triaging work to the correct box, location, or person while checking for and eliminating duplicate customer communications
• Work closely and communicate with all functional areas, including Exam, Curative, Scheduling, Closing, and Post Closing teams

What we're looking for

• Willing to work a shift start time between 8 am - 11 am CST with an ending time between 4:30 pm and 8 pm CST (depending on your start time)
• Experience in Title, Closing, Curative preferred
• Naturally empathetic and have a clear, professional, and informative communication style
• Ability to communicate effectively in a multi-channel environment (Phone, email, tasks, and Slack) while using proper grammar and punctuation while using multiple screens and browser tabs
• Thrive in an intense, dynamic, and collaborative environment and are comfortable with ambiguity and decision making
• Ability to work with multiple clients that have unique process flows and vocabulary
• Technically savvy and comfortable navigating among multiple tools, systems, and platforms
• Ability to multitask, organize, and prioritize in a fast-paced environment, including follow-up tasks
• Self-motivated with a strong desire to work to your greatest potential 
• Experience with being held accountable to metrics and maintaining a high standard of work in a real-time contact environment
• Open to learning and practicing new processes, communicating new ideas, and committing to the best end result

We are proud of the team we’re building. We're committed to equal opportunity employment -- and beyond. We believe diverse experiences and perspectives build a stronger team and a better product. We welcome fresh perspectives and challenge our own assumptions to make Spruce better. The more inclusive we are as a company, the better we can serve our customers.