Customer Care Specialist (Contact Center) - In Office (Draper, UT)

Nav is democratizing small business financing. In other words, we give small business owners access and control. Yes, this challenges the norm, but it means working with curious, purpose driven, dedicated, and inquisitively smart people who push themselves, our company and the community to the next level (and every level after that). We are the people behind the tech. And when it’s good, we look for better. We don’t over think the value we bring nor spend time trying to revamp mantras. We also do not come up with some crafty way to tell you who we are and what we offer. We are Nav! Here, you’ll gain a wealth of experience, learn the tricks of the trade, and work with winners. All companies say people are connected to their mission but in our case our mission and our people are one – it is a way of being not just a cause you are committed to. And since 2013, Nav has holistically and organically developed its own ideology because Nav can only be Nav. 

Our Customer Care Specialists are tasked with providing world-class, professional support and service to our valued customers (typically small business owners). Our specialists can be placed on any number of teams across the contact center. This includes core servicing (calls, chats, email) and general operations support. Regardless of assignment, our specialists are all focused on ensuring that our customers receive top-notch customer care at every touch point.

This position is in office at our Draper, UT location. You must be able to be in office 5 days a week for the first 6 weeks for training and then there will be a hybrid schedule of going into the office 1 day a week and the other 4 days can be remote.

YOU WILL:  

• Respond to customer inquiries via phone, chat, email, text or social media, taking appropriate action to ensure each customer receives world class customer service.

• Advise and assist customers in making informed decisions regarding their account.
•  Simplify complex processes and financial concepts and make it easy for small business owners to grasp.
•  Identify and communicate trends from customer feedback, and make recommendations about how to improve our service.
•  Escalate issues to leadership, and partner with key stakeholders as required to resolve issues. 
• Provide detailed notes and documentation for each customer interaction.
• Maintain acceptable customer satisfaction and quality monitoring ratings.
• Maintain acceptable productivity, schedule adherence and utilization levels.

• Meet all individual performance metrics.
• Maintain in-depth, detailed, current knowledge of all products and services.

WHO YOU ARE: 

• Someone who is mission driven and loves having an impact in the lives of others. 
• Motivated, self-starter looking to “hit the ground running.”  You eat fast-paced environments for breakfast. 
• An active listener who empathizes and truly wants to understand our customer’s needs.
• You're excited by change when it means we are continuously improving and meeting the changing needs of our customers. 
• A high-energy multitasker with exceptional organizational skills.
• High School Diploma or GED
• Customer service experience preferred (in a contact center or similar environment)
• Stellar communication skills
• Punctual and dependable
• Hard working with excellent attendance
• Superior computer and typing skills

Schedule flexibility (may eventually include nights and weekends) and the ability to work in our contact center in Draper, Utah

Inclusion at Nav:

At Nav, we celebrate what makes our employees unique because the businesses we serve are progressively diverse and distinctly original. Navericks are diverse, side hustlers, immigrants, veterans, queer, and we push generational boundaries. We are college dropouts, PhDs, special needs parents, allies, pet owners and community leaders. Navericks are human. We are committed to upholding a safe, supportive environment where everyone matters. We are committed to making a better future for all of us. We have created a workplace where people of all backgrounds can express their identities authentically. To put it simply, we want you to be proud to be you.

Our Compensation Philosophy is simple but powerful:

We believe great, enduring relationships are grounded in trust and transparency. Compensation shouldn’t be a distraction, and employees should understand how pay and career advancement decisions are made. Providing equal pay for equal work is table stakes for being a great place to work. Gender and ethnic inequity should only be something that our children read about in history books. We believe providing Navricks with company ownership, competitive pay, and a range of meaningful benefits is the start of creating a culture where people want to give the best they’ve got — not because they’re simply making money, but because they’ve fallen in love with our vision, mission, values, and team.

The hourly rate for this role is between $19.50 - $21/hr. This role also has a discretionary bonus as well as stock options.

Our impact on you:

Competitive Pay. Company Ownership. Benefits Day One. 6 Weeks Paid Parental Leave. Employee Networking and Events. Community Network Groups (women’s, PRIDE, culture). Meaningful Perks and Rewards. Learning and Development Opportunities. Pet Insurance. 

A Naverick’s DNA: 

• We look at the future and say “why not”; we see possibilities where others see problems or routines. We show the way ahead and are committed to achieving ambitious goals.
• We practice straight talk and listen generously to each other with empathy. We value different opinions and point of views. We ensure that we connect outside as well as inside to learn from others and inspire each other.
• We hold ourselves accountable for delivering results. We choose to not to be a victim of circumstance. We make decisions & take responsibility so that we can act & support each other, rather than adopting defensive, and “finger pointing” behaviors.
• As leaders we motivate & engage our teams to undertake beyond what they originally thought possible, by developing our teams & creating the conditions for people to grow and empower themselves through enabling & coaching.