What are the responsibilities and job description for the Customer Advocate position at Rhino?
Our mission is to give renters everywhere greater financial freedom to plan and enjoy their lives.
Our first product eliminates cash security deposits and puts more money back in renters’ pockets. With over $45 billion tied up in security deposits for 110 million renters in the United States alone, it’s time for security deposits to officially become a thing of the past. Tying up money at one of life’s biggest and most expensive moments just isn’t fair.
So we threw out the antiquated “way of doing things” and built a technology-driven insurance product to help bring renting into the 21st century. With Rhino, millions of renters across the country now have the opportunity to save with our award-winning deposit insurance. We’ve already saved hundreds of millions of dollars for renters and are trusted in over 1 million homes nationwide, and most importantly, we’re just getting started...
Our Experience group is looking for the next Customer Advocate for Customer Support and Claims. Handling detailed escalations, complaints and negative reviews by working directly with our customers is essential to the success of this role. You will also be giving our customers a voice within Rhino - by working with internal cross-functional stakeholders to improve their experience. Through the use of customer data (tickets, complaints, CSAT, NPS) you will be providing our customers a path to resolution to complex problems while driving process and policy changes within Rhino.
In this role you will:
- Take charge in escalated issues, complaints, and negative reviews through direct customer contact and various third party platforms. Advocate for the best possible resolution within Rhino.
- Provide feedback to strategic business partners for continuous process improvement.
- Work with leaders and subject matter experts to better understand customer pain points, identifying coaching opportunities when needed.
- Use customer contact data, NPS, CSAT, complaints and more to craft a customer focused narrative within Rhino. Present findings to stakeholders.
We’re ideally seeking:
- Recent and relevant contact center experience being an advocate for customers, including escalations and/or complaints with an emphasis on providing solutions to complex problems.
- Familiarity with NPS and CSAT and how to action off negative feedback from customers.
- Comfort in a constantly changing environment with shifting objectives.
- Previous experience in an insurance or financial setting preferred.
- Previous experience as a senior or team lead in a customer contact center preferred.
- Experience creating dashboards and reports with data visualization tools, CRM, Google, etc preferred.
Benefits:
- Competitive compensation and 401k
- Unlimited PTO to give our employees a little extra R&R when they need it
- Stock option plan to give our employees a direct stake in Rhino’s success
- Comprehensive health coverage (medical, dental, vision)
- Remote Work Program to allow for flexibility between home and the office
- Generous Parental Leave to create a family-friendly culture
- Wellness Perks (Gym, Classpass, & Citibike Memberships)
- Commuter Benefits through a Flexible Spending Account
- Fintech Equality Coalition Founding member
