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Marketing and Sales
Customer Success Specialist at Pathway Homes Full Time
At Pathway Homes we create homeowners! Collectively, we believe in doing well by doing good. We are focused on building a collaborative team of like-minded individuals who are aligned with our purpose in driving a meaningful impact on the housing crises facing millions of Americans today. We aim to operate as an all-in-one single-family alternative home buying platform with a fair market product solution assisting buyers to achieve their homeownership dreams. The end-to-end product suite offers a distinctive value proposition in the U.S. $30T+ residential real estate market.
Pathway was formed by ResiLabs, a partnership designed to create new housing solutions that address critical needs in the U.S. residential sector. ResiLabs was established by Regis Group and designed and developed in collaboration with Invitation Homes Inc. (NYSE: INVH) and Fifth Wall. The senior leadership team combines deep housing expertise with a track record of using technology to provide superior outcomes for customers.
Since launching in November of 2021, Pathway Homes has garnered attention as an innovative platform from Bloomberg and others following an initial $750mm raise to support expanding access to housing for Americans.
Our remote Customer Success Specialist will be responsible for connecting with customers to determine the best approach for their individual needs in our remote contact center environment. The ideal candidate for this position is vibrant, personable, and driven by personal achievement. You must be able to work weekends.
We’re growing fast and looking for enthusiastic team players to join our success!
Position Responsibilities
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- Collaborate with team to ensure the proper approach is taken holistically to maximize new customers’ journey success.
- Responsible for customer satisfaction and retention.
- Develop and maintain an exceptional knowledge base of evolving products and services
- Ability to navigate possible customer frustrations and objections.
- Provide coordination and support throughout the customer’s journey.
- Navigate the in-house CRM system and provide detailed notes on all customer interactions.
- Successfully facilitate the customer’s handoff process
Qualifications
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- Must be able to work weekends
- A genuine passion for delivering a ‘best-in-class’ customer experience.
- Ability to thrive in a fast-paced environment with tight deadlines.
- Previous experience in customer service, real estate, call center, sales, or other related fields
- Ability to exhibit strong initiative.
- Exceptional interpersonal, written, and verbal communication skills with the ability to translate technical data.
- Strong analytical and problem-solving skills, with strict attention to accuracy and detail.
- Ability to adapt to change as needed.
Experience
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- Bachelor’s degree preferred
- 2-3 years of industry experience are required.
- Knowledge of real estate and mortgage products (agency and private investor) and guidelines, pricing, prospect selling, qualifying, and use of associated tools, including Salesforce, is preferred.
- Excellent organizational and follow-up skills
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Culture Identity
Empathetic– for our customers, colleagues, and investors
Agile – willingness and ability to learn on the fly, push outside of your comfort zone
Self-starter – identify opportunities, roll up your sleeves, and get your hands dirty
Ownership – ownership is our job, internally and with our customers
Innovation – focused on growth, advancement of mission to create homeowners
Pathway Perks
Competitive comp
Medical, Dental, Vision & FSA
401K matching
Generous PTO & Holidays
Flexible office space with snacks
We are an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
