Customer Service Specialist - Thurs, Fri, Sat, Sun & Mondays

| Greater NYC Area
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Customer Service Specialist / Concierge Specialist - Thurs, Fri, Sat, Sun & Mondays

About SmartAsset:

SmartAsset is an award-winning financial technology company pursuing the singular mission of empowering people to make smart financial decisions. Recently named one of Y Combinator's Top 100 companies of all time, we have raised more than $50 million in venture capital. Our personal finance tools, calculators and content reach more than 45 million people each month.

We’ve been featured in hundreds of publications including The Wall Street Journal, CNN, Mashable, TechCrunch, The New York Times, The Washington Post, US News & World Report, TIME, Reuters, Businessweek, Barron’s and many more.

About You:

We are seeking energetic customer service professionals who are passionate about developing relationships and creating positive user experiences. As a concierge specialist, you will join the newest and fastest growing part of our business, helping thousands of Americans find and speak with financial advisors throughout the country.

Concierge Specialists are frontline voice for the company and play an integral part of our success as we facility communication and schedule meetings between investors and financial advisors. The ability to connect investors with advisors quickly and efficiently is critical to the success of our financial advisor business. You will play a substantial role in driving that success.

The position will be based in our NYC Headquarters.

 Must be able to work Thurs, Fri, Sat, Sun & Mondays - The shift is 12:30pm to 9:30pm

Responsibilities:

  • Interact with Investors via phone (inbound and outbound), email, SMS text and live chat.
  • Guide SmartAsset users through the process of matching and meeting with financial advisors. Learn about user needs and matching them with appropriate financial advisors.
  • Call users expressing interest in speaking with financial advisors to schedule calls with financial advisors.
  • Educate and maintain financial advisor relationships.
  • Leverage customer service skills and scripted talking points to deliver personalized service.
  • Document and Communicate user challenges to the product team.
  • Document all customer interactions and outcomes in our internal CRM.
  • Meet personal/team qualitative and quantitative targets.
  • Other projects and duties as assigned.

Required Skills and Experience:

  • 1+ years call center experience
  • Experience with multi-channel support (call, email, chat, SMS, social media) Preferred
  • Familiarity with using CRM ticketing systems
  • Strong communication skills and a great phone presence
  • Strong email writing skills with attention to detail
  • Ability to learn, quickly adapt based on user and business needs
  • Comfortable in the fast-paced, high growth environment of a startup
  • Organized, detail-oriented, and excellent time-management skills
  • Must be available to work some holidays or weekends as needed

Perks:

  • Catered lunch three times per week
  • Casual dress code
  • Weekly happy hours
  • Regular team social activities such as a company book club, sports leagues, community service opportunities and more
  • Benefits package including medical, dental and 401(k)
  • Professional education reimbursement program


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • DjangoFrameworks
    • PostgreSQLDatabases

Location

NoHo is a trendy neighborhood where creative meets chic.

An Insider's view of SmartAsset

What are some social events your company does?

We have a happy hour in the office every Friday at 4, which is such a nice way to end each week a little early and hang out with your colleagues. We also get to do awesome team events each quarter if we hit our goals. My team has done things like ax throwing, pasta making classes, fancy dinners, and go-karting!

Amanda

Director of Paid Acquisition

What projects are you most excited about?

SmartAsset's focus on their users opens opportunities for developers, product managers and stakeholders to collaborate for the most seamless user experience. The tech team is always implementing the most up to date technologies for the project ranging from telephony, state machines, front and back end frameworks, etc.

Brett

Software Engineer

What makes someone successful on your team?

True to one of our core Smart Values of being data driven, everyone on the team must know their data inside and out. Each individual on the team uses data to not only tell a story of what is happening, but also to gain insights into new possibilities. Some of the biggest opportunities the team pursues are the result of being data driven.

Mihir

Vice President of Business Development

How do you make yourself accessible to the rest of the team?

We have a real "roll up a chair and chat" kind of culture, whether it is problem solving or just checking in. I sit in a very visible spot in the office with a small stool next to my desk for impromptu chats and catch ups.

Suzanne

SVP Sales

What’s the vibe like in the office?

Our office is super collaborative and collegial. People are hard-working and focused but still know how to enjoy themselves. Everyone is always willing to lend a hand at any time or collaborate on new initiatives.

Luis

Product Manager

What are SmartAsset Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Recreational Clubs
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
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