Client Success Associate (Call Center)

Location: Fairfield, CA

Time Requirement: Full time. (5) 8-hour shifts between the hours of 4am and 4pm PT, Monday through Saturday. Exact schedule to be determined at time of hire.

Duration: The expected duration of the position is (3) three months with a possibility of extension. As a reminder, employment is "at will" and can be terminated at any time by either party.

Compensation: $25/hour plus benefits.

Company Overview:

Promise helps utilities and government agencies create flexible and affordable solutions for customers struggling to pay off their debt. Our intuitive approach to payment plans and relief distribution leads to increased customer enrollment and recovery rates that are far higher than the industry standard. As a result, customers pay off debt sooner and with fewer penalties, and our partners reduce delinquencies and increase revenue.

The Promise team strives to treat people who are struggling with dignity and provide them with the tools and resources they need to succeed. Our expertise spans sectors: we are technology experts from companies like Google, Stripe, and Palantir, as well as accomplished government leaders. We have raised over $50 million and we’re backed by leading investors such as Kapor Capital, XYZ Ventures, Bronze Investments, First Round Capital, Y Combinator, The General Partnership (formerly Sweat Equity Ventures), Howard Schultz, and others. We're proud to have recently been chosen as one of Fast Company's "World's Most Innovative Companies of 2022."

Role Overview:

We’re looking for Client Success Associates (CSA) to join our growing team. The CSA will handle inbound customer inquiries and proactive outreach in an effort to enroll new customers in Promise’s services. The CSA must enjoy working within a small, entrepreneurial environment that is mission- and results-driven. The role will appeal to candidates who are high-energy and motivated.

What You'll Do:

• Handle inbound customer inquiries via phone, email, or text.
• Guide new customers gracefully but swiftly into Promise’s services, then move on to the next customer.
• Flag any escalations or areas of concern to the appropriate party in a timely fashion.
• Handle outbound customer outreach as needed.
• Track outcomes and document other data in customer management systems and spreadsheets for accurate data analysis and reporting.
• Assist new team members as they learn the systems, scripts, and product offering and we continue to grow the team!

You’re a Great Fit for the Role if You Are:

• Compassionate: you can understand and empathize with our customers, some of whom are in difficult financial situations. You’d never treat them with anything less than the utmost respect.
• Naturally positive and high-energy: you bring your best self to work every day.
• An excellent communicator, both written and verbal. You’re articulate and can get to the point quickly but kindly.
• Thick-skinned: you can handle all kinds of different personalities and customer moods with grace; you’re energized by turning frustrated or distressed customers into hopeful ones.
• Reliable, punctual, and someone who always follows through.
• Tech savvy: you’re adept at learning new tools and technologies.
• A good team player who people like working with.
• Resourceful and an ‘expert learner.’ You’re naturally curious and good at figuring new things out.
• Good at spotting patterns in customer behaviors – and comfortable sharing them with your manager.
• Possessed of a strong work ethic: you love to work and are motivated by a job well done.
• Vaccinated against Covid-19 (required)

Promise is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or military or veteran status. In addition, the Company complies with applicable state and local laws governing non-discrimination in employment in every jurisdiction in which it operates and is committed to diversity and inclusion in the workplace. Promise also provides reasonable accommodations to qualified individuals with disabilities, pregnant individuals, and individuals with sincerely held religious beliefs, in accordance with applicable laws.

Due to our work with the US government, we can only hire US citizens. Candidates living in other countries need not apply