Sr Associate, Customer Care

TL;DR

Sr Associate, Customer Care (Customer Support): Managing inbound inquiries and resolving complex customer issues within the property intelligence ecosystem with an accent on multi-system navigation and data analysis. Focus on maintaining high service standards, meeting contractual response times, and providing accurate guidance to clients.

Location: Rochester, NY (Onsite)

Salary: $39,500–$45,760 USD

Company

hirify.global is a global provider of property intelligence and technology solutions, dedicated to making the real estate industry more efficient and people-centric.

What you will do

• Manage inbound inquiries on behalf of clients, acting as a professional extension of their team.
• Navigate and utilize up to 10 different systems simultaneously to research and resolve customer issues.
• Identify customer needs, interpret data, and provide accurate, value-added solutions.
• Document all interactions accurately within internal tools and escalate issues according to business processes.
• Consistently meet or exceed inquiry response times and quality targets.
• Adhere to strict schedules and attendance guidelines in a high-volume environment.

Requirements

• High school diploma, GED, or equivalent required; college degree preferred.
• Minimum of 3 years of Contact Center experience required.
• 5+ years of experience in an applicable customer support role required.
• Strong problem-solving, critical thinking, and analytical skills.
• Proficiency in Microsoft suite and ability to manage multiple screens simultaneously.
• Typing ability of 35wpm+.

Culture & Benefits

• Comprehensive health coverage including medical plans with mental health support.
• 401(k) retirement plan with company match.
• Generous PTO, 11 paid holidays, and well-being/volunteer time off.
• Up to 16 weeks of fully paid parental leave and baby stipend.
• $400 annual well-being stipend and tuition assistance up to $5,250.
• Inclusive work environment focused on professional growth and innovation.