Lead Customer Experience Specialist

Real estate is the largest asset class in the world—and yet it has also been one of the slowest to adopt innovative, new technologies. It has become increasingly important for the industry to evolve alongside a consumer-base who are accustomed to mobile-first, on-demand, and personalized experiences in every area of their lives. Founded in 2018, Endpoint emerged from a collaboration between First American and BCG Digital Ventures, the venture capital arm of the Boston Consulting Group. The new company combines First American’s title and settlement expertise, with the innovative approach of an agile technology company, to provide a seamless real estate closing from start to finish. At Endpoint, we believe the combination of modern technology, a standardized and simplified closing process, and a highly dedicated team of people will completely change the industry – and deliver an experience that instills the joy of an effortless close for all.

Endpoint is looking  for  someone who loves helping customers and creating relationships on the phone and in written format. Someone who has strong technical aptitude and an interest in learning the title and escrow business. 

As  a Lead Customer Experience Specialist, you will use your skills to: 
-Drive customer satisfaction and retention throughout the closing process.
-Onboard new clients and help them trouble-shoot issues. 
-Focus on creating a positive, easy to understand onboarding experience for real estate professionals and customers alike.
-Use phone, email, text and chat to engage with our clients promptly by offering expert advice.
-Help develop and adhere to call customer engagement metrics and guidelines. 
-Deeply understand our customers needs, sharing insights with our ops & product teams to improve customer experience.
-Answer clients' questions and guide them through the closing process.
-Receive and relay customer feedback about the system and programs to the appropriate departments, divisions or, as directed, to support efforts for continual process improvement.
-As we continue to scale and increase our customer base, you will help develop training to coach our Customer Experience Teams on best practices regarding retention.
-Help us develop new customer experience programs that set Endpoint apart.

You’ll Come to Endpoint with:
-Excellent people skills to interact and build solid working relationships with customers and cross functional teams.
-Excellent attention to detail; nothing gets past you.
-Strong sense of accountability for the customer experience.
-Cool and calm demeanor when resolving issues and communicating with real estate professionals and clients.
-Experience using email, phone, and customer relationship management tools to communicate with clients and other parties in real estate transactions.
-Skilled communications (both written and verbal) + active and empathetic listening skills. You have limitless patience and enjoy the challenge of explaining a complex concept multiple times in different ways until a customer truly gets it.
-Solution-oriented mindset. Everyone notices problems, do you have a bias towards action? 
 -An eye towards upskilling. When a current policy is creating customer friction or you’re certain a new tool could make our customer interactions more efficient, this gets you really excited. You scope the problem, gather supporting evidence, and propose a solution.
-Coachable mindset. You crave feedback and receive it with enthusiasm seeking out opportunities to become a better operator.
-An Adaptable and flexible operator mindset. You work well in ambiguity, feel comfortable context-shifting, and adapt quickly to changing processes and tools.
-Flexibility to work schedules that may include weeknight or weekend coverage.

Why work at Endpoint
You will have a lot of responsibility and many opportunities to advance your career as we grow
You will get first-hand experience of working for a well funded early stage startup
Your hard work, ownership, and self-sustainability will be greatly valued
We offer great benefits - Health, Dental, Vision and 401K match
Ability to mold your career and make an immediate direct impact.
Competitive compensation, including a Long Term Incentive Plan

Does this sound like you? Please submit your resume to careers@endpointclosing.com. Thank you!

Endpoint is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.

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