Customer Support Representative - Hybrid

Location: West Jordan Utah ( less than 5 minutes of i-15)  Redwood road and 9000 South

**POSITION IS NOT REMOTE, MUST BE LOCATED IN UTAH**

One day work from home. ZERO Travel Required

Company: The Investors Edge

Job Type: Full Time longer term career minded position

Salary: Salary pay from  $45K to $55K OTE $65K based on experience. Plus bonus based on preset objectives. Health Care, Life insurance, Vision, Dental,  Telemed 100% coverage of families with ZERO deductible or payment. Psychiatry, Therapy and Counseling Coverage. Full 401K with Employee Dollar for Dollar match. Annual profit share. 

Top reasons to work with us:

At the Investors Edge your ideas matter- and so do you. We are a small company in business for 20 years, Not Corporate and not Venture Backed (Sorry Plural sight layoffs) . We have collaborative Employees  that  are passionate, Respectful and have fun working together to Provide Software, Tools, Resource and Funding to the Real Estate investing Industry  in 45 States. We love underdogs and help people that otherwise could not get into investing a way they can with our unique offerings. The Investors Edge offers one day work from home each week. Massage chairs, Onsite Gym, Sauna and Showers and you're going to them  because we have a Coke Fountain machine with 3000 flavors and a Full kitchen in our Modern Office where everyone has to sit to stand desks ( push button not the stupid hand cranks). No suit or Tie, Relaxed dress. No more walking miles of parking lot to get to a highrise. We have Reserved parking right by our Employee entrance. 

What you will be doing:

The Mission of this role is to….  Support and Retain Members by:

1. Assisting them with resources to make progress and have results 
2. Encourage Members not to give up and keep going and Handle Member Cancel Requests to save the Member.  
3. Help Members to use the platform and resources to find a qualifying property to do a loan application on 
4. Talk about the benefits of our Software and product 
5. Up sale and downscale to different membership programs as needed, to retain members. direction on leveraging our platform. A key part of this role is to build value around our platform and maintain clients on subscription and leveraging our service.

Measurable Accountabilities:

1. 75% of Member that are schedule to make first membership payment makes it
2. 85% of Member that paid last month pay this month
3. 85%+ Customer Satisfaction- Survey ect This is from Tickets, chats, phone calls NPS Score.
4. 22 MCUCR % # of ADA done by Members base
5. % # of upsales vs member base
   1. 5 Up sales per month
6. Refund Request Rate # and 10%
7. Refund Save Rate # and 50%
8. Refund Rate # 7%
9. Escalation issue/ call Less than 75%
10. Average Monthly Value for Customer Base $145.39
11. One Quality Customer Review per week.
12.  Funding Request 22 Per month MCUCR

Key Behaviors Competencies:

• Resourcefulness/ Initiative 

• Likability

• Communication Verbal

• Organization/ Planning

• Independence

• Stress Management

• Enthusiasm/ Passion

• Persuasion

• Intelligence

• Listening

Experience you need / Key Technical Skills:

1. CRM- Experience with  any CRM “Customer Relationship Management” Bonus If has used Hub Spot
2. Google Sheets, Excel, Drive -Basic formulas and experience of more than Basic Use. organizing keeping and managing files and permission sharing
3. Phone Skills: demonstrate a track record of calling and resolving over the phone
4. Conflict Resolution: Without getting combative or demoralized. Enjoy the challenges of crucial conversations, listening and coming to a resolution
5. Soft Sales: Offering upgrade options  for product and membership
6. Chat and Tickets;  Experience responding to Chat in timely manager and resolving and closing tickets quickly