Contractor Support Specialist

JOB SUMMARY

The Contractor Support Specialist is responsible for delivering an excellent experience for all home improvement contractors by leveraging in-depth knowledge of company products and services, and by communicating effectively with both contractors and internal teams. This role requires a proactive, solutions-oriented approach and collaboration across the contractor service team and other departments.

RESPONSIBILITIES

• Build and maintain strong relationships with home improvement contractors through friendly, efficient, and high-quality support and training.
• Assist home improvement contractors with understanding and utilizing our financial products and payment solutions.
• Collaborate closely with the Sales and Marketing teams to ensure home improvement contractor-facing solutions and updates are communicated accurately and timely.
• Track all communications, activities, and action items within Salesforce CRM and other proprietary systems.
• Directly manage the setup and credentialing of new home improvement contractor accounts, and service existing accounts by assisting with updates, profile changes, and other ongoing maintenance needs.
• Maintain superior customer service performance with limited supervision in a fast-paced environment.
• Complete additional tasks and projects as assigned.

QUALIFICATIONS

• Associate's or Bachelor’s degree in a related field preferred; a combination of education and relevant experience may be considered.
• Minimum of one year of experience in the financial services, banking, or call center industries preferred.

KNOWLEDGE AND SKILLS

• Experience in a customer support or call center environment preferred.
• Working knowledge of the financial services and/or credit industry preferred.
• Demonstrated commitment to excellent customer service.
• Strong verbal and written communication skills.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Ability to maintain integrity, professionalism, and confidentiality.
• Strong time management and organizational skills, with the ability to manage multiple priorities under tight deadlines.
• Ability to work independently as well as collaboratively within a team.
• Proficiency with Microsoft Office Suite and ability to quickly learn new systems and software applications.
• Close attention to detail and the ability to follow step-by-step processes with precision and consistency.

DETAILS

• Flexible scheduling options, including a hybrid work schedule
• Weekend shifts are fully remote (Weekends are not required but applicants who have weekend availability will be given priority)
• $23.50 per hour plus up to 7.5% of annual salary paid out on a monthly basis, based upon performance, after the first 90 days of employment