Customer Support Specialist
Second Nature · United States · 3 wk ago
RemoteRemoteOTHR$54k–$56k/yrFull-time
We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. Must not include Job ID etc. Must preserve all substantive info. Remove boilerplate like EEO, navigation, etc. Must not include sections with filler like "commensurate with experience". So we need to parse the posting.
Let's extract content:
- About The Role: paragraph: "Second Nature is looking for an experienced Customer Support Specialist to join our growing team and support our customers - property managers and their residents. The Customer Support Specialist helps the team by delivering an unforgettable customer experience, solving customer issues with positive energy, a can-do attitude and a smile you can feel."
- What you’ll do: list of duties (bullets). We'll put under Responsibilities.
- Key Outcomes: maybe could be part of Responsibilities or separate? Could be considered "Key Outcomes" but not in allowed headings. We could incorporate into Responsibilities or maybe under "About the role"? Probably better to include under Responsibilities as they describe expectations.
- About you: list of qualifications/experience. That's Requirements/Qualifications/Skills.
- Remote Work Statement: details about remote work; could be under Benefits? Actually it's about work arrangement; could be under Schedule? It mentions M-F 9 to 6 EST schedule. So schedule info: "Ability to work a M-F, 9 to 6 EST schedule". Also remote work details: remote-first, work from home, need quiet environment, reliable internet, attend bi-annual in-person meetings (travel reimbursed). That could be under Benefits? Not exactly benefits but maybe under "Schedule" and "Benefits"? The instructions: include Pay/Schedule/Benefits sections only if posting actually states them. We have schedule: M-F 9 to 6 EST. Also remote work statement includes remote work, but that's more about work arrangement; could be considered under Benefits? Might be better to put under "Benefits" as remote work flexibility. However we have also "Flexibility: Open PTO and sick days" under Why Second Nature? That's a benefit. Also "Health First: Medical, Dental, Vision, & Life Insurance; 401K Plan". Also "The Product: Beyond the awards...". Also "Diverse, Inclusive Culture", "Training", "Growth". Those are benefits/perks. So we can create Benefits section with those items.
- Pay: "Compensation Range: $54K - $56K". So Pay section.
- Schedule: we have M-F 9 to 6 EST schedule. Also remote work statement includes availability during scheduled hours. So we can put schedule.
- Requirements: "2+ years experience in customer service, building rapport over the phone and overcoming objections". Also "Experience with Salesforce Service Cloud (or similar) and G-suite". Also "Proven experience delivering results while meeting tight deadlines". Also "Ability to communicate effectively with internal and external stakeholders". Also "Confident personality with the ability to adapt quickly in a technology-led environment". Also "Ability to plan and organize workload in a fast-paced environment". Also "Ability to work successfully as an IC and as part of a team". Also "Team and customer-service focus". Also "Ability to work a M-F, 9 to 6 EST schedule" (but schedule already). Also remote work requirements: availability, quiet environment, reliable internet, attend bi-annual in-person meetings.
We need to split into Requirements, Qualifications, Skills maybe. But we can combine similar. The instruction: Use headings for section headings (About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We should include only those with real content. Likely we will have About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. All have content.
We must not repeat job title. Must not include boilerplate like EEO, navigation, legal, etc. Must not include duplicated lines. Must not include application instructions. Must not include cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate.
We must preserve ALL substantive information; do not invent or summarize away detail. So we need to keep all details from the posting, but we can format them into lists.
We need to be careful not to omit any substantive info. Let's extract all substantive sentences.
Full posting text (excluding boilerplate at end maybe). Let's copy:
"We live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, answer any question with just a couple clicks on your phone. Convenience isn’t a luxury, it’s an expectation. So why not renting? It’s still a chore to get utilities set up, buy renters insurance, get air filters changed, handle pest control, and more. That’s why we’ve built the world’s first Resident Experience Platform that makes resident onboarding, resident services, and ancillary revenue effortless for property managers. We’re passionate about turning friction into triple win experiences for residents, property managers, and investors. That way renting can be easy and rewarding for everyone. And now you can join us. Apply today to join 290+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win – creating the ultimate Triple Win.
About The Role
Second Nature is looking for an experienced Customer Support Specialist to join our growing team and support our customers - property managers and their residents. The Customer Support Specialist helps the team by delivering an unforgettable customer experience, solving customer issues with positive energy, a can-do attitude and a smile you can feel.
What you’ll do:
Answer inbound customer service emails/calls and resolve issues in a timely manner
Use SalesForce Service Cloud to respond to customer tickets
Ensure timely resolution of issues resulting in maximum customer satisfaction
Deliver a first time resolution with quality and professionalism
Improve customer experience and create triple wins through proactive customer service, including effective questioning, listening, probing, building rapport and objection handling
Maintain an accurate directory of customer contact details and company information for assigned clients and their residents as well as proactively seek out opportunities to obtain other information to ensure clean accurate data (in SalesForce and partner platforms)
Maintain the highest professional standards and promote our ethics of trust, open communication, creative thinking and cohesive team effort
Continually strive for excellence while following SOPs
Maintain an excellent understanding of all products within a Resident Benefit Package
Meet and exceed customer expectations, goals and metrics (this will be measured via GetFeedback or CSat scores)
Act as first support for technical issues or providing information on any of the products within the RBP
Review and update information within the product offerings as it relates to client/resident accounts
Respond thoroughly to all cases assigned and provide a prompt resolution
Identify opportunities to upsell a client with additional products to current RBP
Key Outcomes
Day 30: Educated on all Second Nature products; answering 5 to 10 phone calls/day
Day 60: Ramped and up to speed. on all things CSS; resolving 65+ issues/week
Day 90 +: Achieving a CSAt score of 90%+; receiving a post-call score of 4.8+; receiving a QA score of 85%+
About you:
2+ years experience in customer service, building rapport over the phone and overcoming objections
Experience with Salesforce Service Cloud (or similar) and G-suite
Proven experience delivering results while meeting tight deadlines
Ability to communicate effectively with internal and external stakeholders
Confident personality with the ability to adapt quickly in a technology-led environment
Ability to plan and organize workload in a fast-paced environment
Ability to work successfully as an IC and as part of a team
Team and customer-service focus
Ability to work a M-F, 9 to 6 EST schedule
We get it. Requirements can sometimes hold people back from applying to a job, but don’t let that be the case here. If you believe you have the skills it takes to elevate this role, team, and company, we encourage you to apply for this role.
Remote Work Statement
This position is a remote-first, work from home position. Second Nature is committed to creating a culture and workplace where remote work fosters collaboration and connections and is a key part of our company story and success. To be successful in a remote work role at Second Nature you must:
Be available during your scheduled working hours and give your full attention to the completion of your Second Nature job duties
Have a quiet, professional, distraction-free environment in which to complete your work
Have access to your own reliable high-speed internet connection
Attend our bi-annual in-person company meetings (Second Nature will reimburse the cost of your business travel per company guidelines)
Our Core Values 🏴☠️ Pirate Ship; not a cruise ship. Bias towards action. 💪 Massive Growth takes massive growth. We embrace challenges to increase our impact. 🥧 Grow the Pie. We focus on results so our customers & their customers win. Triple Win! 💜 Purple Heart. We put the team before ourselves. 🤝 Extreme Ownership. See something? Say something; right the ship to get us back on course. 🙌 Be a moment maker. We aim to shatter the status quo.
Why Second Nature?
Health First: Medical, Dental, Vision, & Life Insurance; 401K Plan
Location: Work Remotely from anywhere in the US
Flexibility: Open PTO and sick days
The Product: Beyond the awards and 5-star reviews… our clients and customers love what they can do with a fully managed RBP
Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect
Training: A supportive team to help you grow your career and unlock your full potential
Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category
Second Nature is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We take action to ensure equal employment opportunities for all candidates and employees and to provide employees with a workplace free of discrimination and harassment. Our hiring decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by federal and/or state law
Compensation Range: $54K - $56K"
We need to remove boilerplate: the EEO paragraph at end, also maybe the "We get it..." paragraph? That's more motivational but not boilerplate; it's part of encouragement to apply. Might be considered application instruction? It says "If you believe you have the skills it takes to elevate this role, team, and company, we encourage you to apply for this role." That's basically an application encouragement; could be considered application instruction. The instruction says remove application instructions. So we should remove that paragraph. Also "We get it. Requirements can sometimes hold people back..." that's also encouragement. So remove.
Also remove the "Remote Work Statement" heading? It's not a boilerplate; it's substantive about remote work requirements. We need to keep that info but maybe incorporate into Requirements or Schedule or Benefits. The heading itself is not required; we can embed content under appropriate sections.
Also remove "Our Core Values" maybe not required? It's substantive about culture; could be considered Benefits? It's not exactly a benefit but could be part of Benefits or maybe we can omit as it's not in allowed headings. The instruction: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text. It doesn't forbid including other headings not in list? It says use