Agent & Support Specialist

Agent Experience & Support Specialist | Remote | ENRG Realty
You're never flying solo at ENRG.

Remote
• Full-Time
• Operations Department

ABOUT ENRG REALTY

We're crafting a boutique brokerage at virtual scale, where innovation meets sophistication, and potential knows no bounds. Excellence drives us, opportunity unites us, and passion defines us. We exist to elevate real estate experiences by creating opportunity, igniting passion, and delivering excellence without compromise.

As an Agent Experience & Support Contractor, you'll be the voice and heart of ENRG for thousands of agents across the country. This isn't just about answering questions—you're creating moments that matter, solving problems before they become obstacles, and ensuring that every agent feels the boutique care that defines our brand.

This engagement is perfect for someone who genuinely loves helping others succeed, thrives on variety and problem-solving, and understands that great support transforms good experiences into extraordinary ones.

Be the Champion Agents Deserve

• Serve as the primary point of contact for supportlty and all agent support channels

• Manage the ENRG communication channels with professionalism and genuine care for every caller

• Organize and triage agent escalations, ensuring complex issues reach the right leadership quickly

• Transform support challenges into opportunities to demonstrate ENRG's values

Empower Through Education

• Guide agents through Brokerage Engine (transaction management), deal entry, and platform functionalities with patience and clarity

• Create and deliver training videos and live sessions that build confidence and capability

• Share weekly support tips through The HUB that proactively address common questions

• Train cross-functionally to become the trusted voice that agents can rely on

Solve with Speed and Precision

• Handle password resets and platform access issues efficiently and securely

• Troubleshoot commission inquiries, CDAs, and splits with meticulous attention to detail

• Manage ticketing systems and task assignments to ensure nothing falls through the cracks

• Process agent transitions with care and professionalism during sensitive times

Drive Continuous Improvement

• Track support trends and identify opportunities to enhance the agent experience

• Update and streamline support processes and Standard Operating Procedures

• Partner with the Agent Success Team to optimize onboarding processes

• Transform recurring issues into preventive solutions and training opportunities

Support Strategic Growth

• Manage "Connect and Thrive" questions that come through support channels

• Contribute insights that inform agent training initiatives and system improvements

• Help identify gaps in agent knowledge and create resources to bridge them

• Serve as the frontline intelligence that helps leadership understand agent needs

Your Experience

• High school diploma or equivalent required

• Real estate agent experience is essential — you understand the challenges agents face

• 5+ years in customer service, training, or office management roles

• Experience supporting professionals through complex processes and technology

Your Superpowers

• You're genuinely passionate about helping agents grow their businesses

• You're an exceptional listener who connects well with others and shows genuine empathy

• You're meticulously organized with sharp attention to detail

• You thrive in fast-paced environments while maintaining quality and care

Your Technical Skills

• Advanced proficiency in Google Workspace tools

• Comfortable learning new technologies, including AI tools and platforms

• Strong analytical and problem-solving abilities

• Excellent time management with a proven ability to meet deadlines

Your Mindset

• You believe every interaction is an opportunity to exceed expectations

• You see challenges as puzzles to solve rather than problems to avoid

• You understand that your work directly impacts agents' ability to serve their clients

• You take pride in being the person others can count on

• You value both efficiency and genuine human connection

At ENRG, we don't just talk about culture , we live it. You'll join a team that values:

• Excelle…