Blueprint Title

Customer Support Coordinator

Blueprint Title

Remote, US

March 22, 2022

At Blueprint, we believe that there is a better way to close real estate transactions, and that buying and selling a home should be as seamless as any other transaction or investment. To create a solution, we combine technology, national title and closing expertise, and innovative insurance solutions to remove the stress, cost, and opacity from title and closing. Put more simply: Blueprint’s mission is to use technology and transparency to remove cost, complexity, and confusion in real estate transaction. Founded in January 2017, Blueprint Title operates over a broad, multi-state footprint serving real estate professionals and their end customers.

Our company is made up of passionate, forward-thinking professionals who are excited about being a part of a team that is helping to modernize title and closing processes, and an entire industry! We are looking for new team members who share a passion for modernization, and embody our core values: Collaboration, Empathy, Ownership, Growth, and Innovation. As a member of the Blueprint Title team, you will help us lead the charge in proving that the real estate closing industry is ready for novel technology, lower pricing, and better service.

As Customer Support Coordinator you will:

Guide our customers with their questions or problems when using our title services. Customer Excellence Coordinator responsibilities include resolving customer concerns quickly, providing solutions on first contact, and guiding customers through any closing process questions. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ and counterparty’s trust. You should also be familiar with customer service software. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all closing and post-closing procedures.

What you may work on:

  • Handle incoming inquiries over the phone and email in a professional and timely manner

  • Act as relief for Transaction Coordinators, as needed for the business

  • Assist management in escalations related to transactions

  • Work closely with Escrow Officers and Transactions Coordinators, when needed, to resolve client and counterparty issues

  • Maintain Zendesk ticket and call groups; providing efficiency to our operations department

  • De-escalate situations involving dissatisfied customers, offering assistance and support

  • Complete additional office duties as assigned based on needs of the business identify customer needs and support customers through the closing process

  • Gather customer feedback and share with our Product, Sales, CE, and/or Marketing teams

  • Maintain customer accounts and records of customer communications with details of inquiries, complaints, or comments.

  • Use Blueprint process and/or title industry knowledge to answer inquiries or forward to the appropriate staff.

What we are looking for in you:

  • 2 + years Customer Support Specialist or CX role experience

  • 1 + years in the title & escrow industry is a plus

  • Experience using help desk software and remote support tools

  • Ability to work proactively, identify priorities, and respect the urgency of critical items

  • Ability to respond professionally and calmly under pressure

  • Excellent phone etiquette and communication skills

  • Patience when handling tough cases

  • Eagerness to work with new technologies

  • Excitement about growth in a company, and willingness to adapt to meet business needs

What you will get from us

  • Competitive compensation package

  • Performance-based bonuses and stock options

  • 401k plan with employer matching

  • Wellness Stipend

  • Professional Development Stipend

  • 100% employer paid medical coverage for employees

  • Dental/Vision coverage and HSA account

  • Flexible hours and opportunity to work-from-home

  • Unlimited vacation policies

  • A variety of growth and development opportunities

  • Team events, casual dress code