Customer Experience Team Member

Role: Customer Experience Team Member

Reporting to: Director of Customer Experience

Location: New York City, New York

What is Bilt?

Bilt Rewards is the first program for consumers to earn rewards on rent and daily neighborhood spend while creating a path towards home ownership. 

With an alliance of the nation’s largest real estate owners, Bilt Rewards enables renters in more than three million units across the country to earn points just by paying rent. 

Bilt Rewards boasts one of the highest value rewards programs on the market today, including one-to-one point transfers to twelve loyalty programs allowing members to travel across more than 100 major airlines and hotel partners; fitness classes at the country’s top boutique studios; limited-edition and exclusive collections of art and home decor through the Bilt Collection, and the ability to use points for rent credits or towards a future downpayment. 

Bilt has also partnered with Mastercard to create the Bilt Mastercard - the first and only credit card that can be used to pay rent with no fees

What’s the role? 

As a Product Specialist, you will be the first line of engagement with our members. Within this role, we will provide training to ensure you are thoroughly knowledgeable about our product. This will enable you to offer our members exceptional support, addressing their needs with care and resolving any issues they encounter.

In this role you will:

• Handle incoming tickets, spot trends, and forward them to relevant internal departments for resolution.
• Offer payment, loyalty, and general inquiry support to members using the Bilt Rewards platform.
• Work closely with internal teams to resolve member issues effectively. 
• Stay organized and patient while understanding the specifics of each member's needs.
• Provide top-notch customer service. Handle complex inquiries, document important information, and escalate ongoing issues. 
• Collaborate with our BPO team to ensure the success of Bilt Rewards.
• Develop a deep understanding of our products, features, and services to provide accurate and helpful information to members.
• Stay updated on new product releases and enhancements to effectively communicate benefits to members.
• Collaborate with internal teams to stay informed on product changes and updates as the company scales.

We’re ideally seeking:

• 2-4 years of professional experience in a support or operations-type role.
• Organized with strong written and verbal skills.
• A team player who’s able to learn new platforms quickly and is patient and adaptable in a fast-paced environment.
• Focused on tasks, staying on track with work, and consistently meeting quotas.
• Strong attention to detail with the intelligence to use critical thinking for solutions. Flexibility - We are disrupting an industry so changes to traditional processes should be expected.
• Ability to deal with extremely confidential and sensitive information.
• Nights and weekends may be required.

Bonus points:

• Zendesk experience (admin preferred)
• Reward points knowledge

At Bilt Rewards, we believe in transparency and we do our best to make sure the company and our candidates are on the same page as it relates to compensation. In addition to posting salary ranges for our open roles, candidates should expect to be asked about compensation expectations and requirements early on in their interview process. Our goal is to highlight when expectations and Bilt’s salary range may be out of sync, and work with the candidate to determine whether it makes sense to continue conversations.

We are considering candidates with differing levels of expertise for this position. Leveling will be based upon your experience and performance in the interview process.

Where a new hire falls within a range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Bilt's bands are designed to allow for individual compensation growth within the role.  As such, new hires typically start at the lower end of the range.  Bilt Rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.

The salary range for a Product Specialist is $65,000 - 75,000 and will be eligible for equity and an annual performance based bonus.