Consumer Success Representative

Consumer Success Representative at Realtor.com®
(Hybrid Remote/In-Office 3 days per week)

Are you a Consumer Success Representative 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 Realtor.com® | 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 Consumer Success Representative and help change the world of real estate, one home at a time.

Top Reasons to Apply:

• 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 

What you’ll do:

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

What You’ll Bring:

• 2+ years’ experience in a phone-based call center role or equivalent 
• Some sales experience or equivalent preferred 
• Welcome a challenge and your competitive spirit drives you to win in performance metrics
• Ability to overcome objections with exceptional conflict resolution to generate a positive consumer experience while maintaining professionalism with a focus on empathy
• Go the extra mile with customer service excellence to make sure customers leave with a smile
• You are a confident, professional communicator, skilled at speaking and building rapport with people of all backgrounds through negotiation and persuasion
• Customer-focused, you value customer engagement and advocacy with an interest in relationship management
• Welcome change and are always looking for ways to improve
• Self-motivated, ambitious, driven, and goal-oriented
• Always on time and only missing work when pre-planned with your manager. Attendance is important to us
• Find it easy to learn new skills and tasks
• Thrive in an open transparent environment, where feedback and coaching are seen as gifts
• Not afraid to ask for help and are quick to offer support when others need it
• Come to win every day with a great attitude with a focus on team collaboration and team leadership 
• Organized, independent, resourceful, and diligent
• Ability to collect and input data while fielding questions and speaking with consumers
• Tech-savvy and technology adept with experience using Email, VOIP, Zoom, Google Hangouts, excel, etc.
• Sufficient internet connection to sustain 8-10 hours of internet use (i.e.,dialing the phone, video conferencing, and online training)
• Interested in real estate, real estate lead generation, and real estate knowledge

• Context-Based Decision-Making: Ability to learn new tasks, remember processes and work requirements, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, and within the required speed or productivity quotas. Ability to integrate information for decision making, problem-solving, and comprehension. Ability to apply established protocols in a timely manner. Ability to identify and appropriately address common issues raised by customers and colleagues.
• Operate/Use Equipment: Ability to operate and be near a computer and use necessary equipment (i.e., headset, mouse, keyboard and other office systems or machinery) throughout the entire workday.
• Communication: Ability to communicate and exchange accurate information and ideas in proficient English so others will understand. Ability to assist callers effectively, flexibly and adaptively.
• Collaboration: Ability to consistently and effectively interact with others face-to-face, by phone or video, and through systems and written communications.

How we work:

We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.

How We Reward You:

• $21.50/hour starting pay with commission for $56,200 total target annual pay based on performance
• Promotion opportunity as early as the first 2-3 months to $22.00/hour with commission for $65,000 total target annual pay based on performance and business needs 
• $1000 eligible attendance bonus after 91 days
• Working with a highly-motivated team with a proven track record of success that also has a lot of FUN!
• A competitive work environment with great culture, rewards, recognition, and fun events
• Inclusive and competitive Medical, Vision, Dental, Disability, and Life Insurance plus Flexible and Dependent Care Spending Accounts
• Investment in growing your career and providing you the opportunity to have an immediate and massive impact on a growing company with a revolutionary business model
• Family forming benefits
• 13 annual paid company holidays 
• Competitive Paid Time Off (PTO)
• 8 hours of paid Volunteer Time off annually
• Immediate eligibility into Company 401(k) plan with company match
• Tuition Reimbursement program for degreed and non-degreed programs
• 1:1 personalized Financial Planning Sessions
• Student Debt Retirement Savings Match program
• Free snacks and refreshments in each office location

Working Conditions:

Hours may vary as we are open from 7 am through 11 pm. Weekends are also possible as we are operating seven days a week. Position requires prolonged standing or sitting and repetitive hand and wrist motion. Operates phones, computers, copiers, and other office equipment.