• Customer Success Representative

    Job Locations US-CA-Aliso Viejo
    Job Post Information* : Posted Date 2 weeks ago(11/29/2018 2:57 PM)
    Job ID
    Position Category
    Customer Service/Support
    Default: Location : Location
    US-CA-Aliso Viejo
    Position Type
  • Overview

    At Vylla, it is our mission to ensure a wonderful experience for all customers and to achieve our mission of delivering real estate to home buyers across the United States.  Join our team be part of  leading the disruption in the home buying industry


    This role serves as the first point of contact with Vylla for our customers.  Responsible for creating a friendly, professional connection with multiple clients and establishing Vylla as the premier partner of choice.  Provide world class customer service experience to enhance engagement, loyalty and satisfaction.  Partner with clients to help determine when the client will be Home Ready.  Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.


    This role is an entry point into the Vylla family of jobs and incumbents generally move into the Licensed Home Specialist role over time.


    What you’ll do:

    • Build rapport with clients by providing world class customer service to enhance engagement, loyalty and satisfaction.
    • Partner with potential customers to determine if they are ready to move forward with purchasing a home and/or securing a mortgage loan (Home Ready) and share knowledge of what potential actions the client needs to take to become Home Ready if not at that point already.
    • Review Homeowner’s readiness in a conversational manner to determine appropriate staging (Home Ready or not Home Ready) focusing on general credit, capacity, collateral and capital status that customers need to be Home Ready.
    • Ask fact finding questions to get a clear picture of customer’s current situation and what they are looking to accomplish; Listen to customer for true needs.
    • Build customer’s trust in Vylla by demonstrating expertise and detailed knowledge about our products and processes.
    • Answer questions regarding our company, product and processes with accuracy, detail, and confidence.
    • Follow up with customers via their preferred method of contact until customer is Home Ready
    • Communicate effectively with customers via Omni Chat/Share mailbox.
    • Acquire and maintain a clear understanding of credit, capacity, collateral and capital that customers need to be Home Ready.
    • Handle high volume inbound/outbound calls.
    • Collect and enter information into the Client Relationship Management (CRM) system.
    • Support inbound inquiries from multi-channel marketing campaigns and other lead sources.
    • Assist Customers with password reset requests.
    • Perform other duties as assigned

    You’ll love this job if you’re:

    • Tactful and Friendly. You’re a charismatic person who takes pride in great customer service.
    • Thoughtful and Perceptive. You like to come up with new ideas, and can focus on both the minor details and big picture.
    • Ambitious and Driven. You have a competitive spirit to be #1, and love exceeding goals to achieve success.


    What you’ll need:

    • High School Diploma or equivalent required.
    • 1 to 3 years’ experience in customer service, either in person on in a call center environment.
    • Previous experience in a company with strong brand recognition for superior customer service/experience strongly preferred.
    • Spanish bilingual skills preferred.
    • Mortgage industry and/or real estate experience preferred.

    We are an Equal Opportunity Employer


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