Customer Success Specialist

Overview

Recognized as the No. 1 site trusted by real estate professionals, ® has been at the forefront of online real estate for over 25 years, connecting buyers, sellers, and renters with trusted insights and expert guidance to find their perfect home. Through its robust suite of tools, ® not only makes a significant impact on the real estate industry at large, but for consumers, navigating the biggest purchase they will make in their life, by providing a user experience that is easy to use, easy to understand, and most of all, easy to make decisions.

Join us on our mission to empower more people to find their way home by breaking barriers to entry, making the right connections, and building confidence through expert guidance.

Customer Success Specialist at ®
(Hybrid Remote/In-Office 3 days per week)

Are you a Customer Success Specialist expert? Do you possess a hybrid of customer service and sales effectiveness skills that drive outcomes? Are you a self-starter who is ready to help the consumers of ® | Homes for Sale, Apartments & Houses for Rent through the early stages of the home buying or selling process? If you want to pursue your professional goals as you help grow an innovative real estate tech company, this job is for you.

Join us as our newest Customer Success Specialist and help change the world of real estate, one home at a time.

• Opportunity for rapid advancement based on performance
• Be instrumental in shaping the customer journey at a leading real estate platform company
• Competitive compensation package with performance-based incentives
• Dynamic, team-oriented culture with excellent training and support for development

• Represent ® | Homes for Sale, Apartments & Houses for Rent in a professional manner, via phone, email and text message communication
• Make 300+ outbound and inbound warm dials daily to identify clients’ real estate transaction needs and respond with superior service and resolution
• Work in a collaborative team atmosphere and independently
• Determine the needs of clients through effective problem-solving, listening, and questioning skills
• Connect consumers with real estate professionals to move the business forward, increase operational efficiency, and break records
• Scheduling flexibility is required as some shifts may include late evening or weekend hours
• Read and speak English fluently; an additional language is a bonus but not essential (Spanish)

• 2+ years’ experience in a phone-based call center role or equivalent
• Some sales experience or equivalent preferred
• Strong drive to win in performance metrics
• Ability to overcome objections with strong conflict resolution to generate a positive consumer experience while maintaining professionalism with empathy
• Commitment to customer service excellence to ensure customers leave with a positive impression
• Confident, professional communicator skilled at speaking and building rapport with diverse backgrounds through negotiation and persuasion
• Customer-focused with an interest in relationship management
• Willingness to adapt to change and continuously improve
• Self-motivated, ambitious, driven, and goal-oriented
• Excellent attendance and reliability; ability to plan around schedule with manager
• Ability to learn new skills quickly
• Open, transparent mindset with receptiveness to feedback and coaching
• Willingness to ask for help and offer support to teammates
• Team-oriented attitude with a collaborative approach
• Organized, independent, resourceful, and diligent
• Ability to collect and input data while engaging with customers
• Tech-savvy; experience with Email, VOIP, Zoom, Google Hangouts, Excel, etc.
• Stable internet connection to support 8-10 hours of online activity
• Interest in real estate, lead generation, and real estate knowledge

The following essential functions may be performed with reasonable accommodations. Employer reserves the right to modify duties as needed.

• Context-Based Decision-Making:
  Learn tasks, remember processes, work independently, make timely decisions, integrate information, and apply established protocols to address customer issues.
• Operate/Use Equipment:
  Use a computer and…