Buyer Experience Specialist - Plano, TX

Auction.com • Plano, TX

8d • Hybrid

About The Position

Auction.com is seeking a results-driven Buyer Experience Specialist to join its high-performing inbound support team. The role helps prospective buyers register, prepare to bid, and complete transactions in distressed property auctions. It handles inbound questions about properties and the auction process, resolves registration and technical issues, and contributes to converting registered bidders into successful buyers. The position reports to the Buyer Experience Supervisor.

The role combines inbound customer support, buyer experience, and distressed real estate auction execution. The successful candidate will work toward measurable service and quality goals, provide support across phone, email, and chat, and coordinate with internal teams to remove friction from the auction process. The position is based in Plano, Texas, and requires four days per week in the office.

Compensation includes a performance-based incentive component tied to individual outcomes such as quality, customer satisfaction, and productivity. The role is also eligible for an annual performance bonus. Eligible employees may receive the company's benefits package, subject to applicable plan terms.

Requirements

• At least 2 years of inbound support, contact center, or customer service experience working toward measurable performance goals.
• Ability to manage a high-volume inbound queue while maintaining quality and professionalism.
• Familiarity with contact center metrics, including service level, handle time, schedule adherence, quality scores, and scorecards.
• Experience supporting customers by phone, email, and chat, with strong case-management and CRM practices.
• Ability to troubleshoot account, browser, app, and payment issues with customers in real time.
• Comfort interpreting personal performance data and adjusting work approach based on the results.
• Excellent verbal and written communication skills, including the ability to explain complex information clearly to buyers and internal stakeholders.
• Ability to work cross-functionally with data, operations, sales, marketing, asset management, and product teams.
• Track record of following repeatable processes and meeting service, quality, and customer satisfaction outcomes.

Nice To Haves

• Experience in real estate, mortgage servicing, default servicing, foreclosure, REO, distressed asset sales, real estate auctions, or online marketplaces.
• Understanding of FCL and REO auction markets, buyer behavior, auction timelines, bidding processes, and common investor or purchaser questions.
• Experience supporting customers on web and mobile platforms and troubleshooting browser, app, account, and payment issues.
• Familiarity with CRM and ticketing systems, knowledge base tools, workforce management, call recording tools, dashboards, and support analytics.
• Experience in a role with performance-based incentives tied to quality, customer satisfaction, or resolution outcomes.

Responsibilities

• Handle inbound buyer contacts across phone, email, and chat, helping prospective buyers register, get bid-ready, and resolve issues that prevent transactions.
• Meet or exceed individual targets for schedule adherence, response and handle times, quality scores, customer satisfaction, and productivity.
• Participate in daily huddles, queue and case reviews, call coaching sessions, and regular one-on-one meetings with the supervisor.
• Resolve registration, deposit, bidding eligibility, account, and payment issues on first contact when possible, and document and escalate issues that cannot be resolved.
• Provide timely, accurate, professional information about registration requirements, deposits, bidding eligibility, auction timelines, property information, and next steps.
• Consistently use support scripts, troubleshooting guides, and knowledge base content, and route content-improvement suggestions to the Sr. Buyer Experience Specialist.
• Maintain high call quality by providing clear, consistent, and helpful information and reducing friction in registration and bidding.
• Report mobile and browser issues that block bidders with enough detail for product and technology partners to reproduce and resolve them.
• Review personal performance data, identify trends and gaps, and work with the supervisor on action plans to reduce repeat contacts and improve bidder conversion.
• Coordinate with auction operations, asset management, data, marketing, and SmartMatch teams to resolve buyer questions and reduce auction-process friction.
• Maintain accurate CRM records, case dispositions, and follow-up for every buyer contact.

Benefits

• Medical, dental, and vision insurance for eligible employees.
• Auction.com contributes an amount equal to 25% of eligible employee contributions to its 401(k) plan.
• Paid time off, including 12 paid holidays.
• Eligibility for an annual performance bonus.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed