Buyer Experience Specialist - Plano, TX

Auction.com • Plano, TX

10d • Hybrid

About The Position

At Auction.com, we’re transforming real estate. As the nation’s leading online platform for buying and selling residential bank-owned and foreclosure properties, we connect buyers, sellers, and investors with innovative technology. With over $70 billion in assets, our success is driven by a culture of innovation, collaboration, and impact. We go beyond the bid—empowering our people to thrive and shape the future of the industry. We are seeking a results-driven Buyer Experience Specialist to join a high-performing inbound support team responsible for helping prospective buyers register, bid, and transact successfully in distressed property auctions. In this role you will handle inbound buyer contacts, answer questions about the property or auction process, resolve registration and technical issues, and help increase the rate at which registered bidders become successful buyers. This role reports to the Buyer Experience Supervisor. This role sits at the intersection of inbound support, buyer experience, and distressed real estate auction execution. The ideal candidate brings a strong inbound support or customer service background, comfort operating against measurable service and quality goals, and a practical interest in foreclosure, FCL, REO, or real estate auction markets.

Requirements

• 2+ years of inbound support, contact center, or customer service experience against measurable performance goals.
• Demonstrated ability to work a high-volume inbound queue while maintaining quality and professionalism.
• Familiarity with contact center performance metrics, including service level, handle time, schedule adherence, quality scores, and scorecards.
• Experience supporting customers across phone, email, and chat, with strong case management and CRM discipline.
• Comfort troubleshooting account, browser, app, and payment issues with customers in real time.
• Comfort interpreting your own performance data and adjusting your approach based on what it shows.
• Excellent verbal and written communication skills, with the ability to explain complex information clearly to both buyers and internal stakeholders.
• Comfort working cross-functionally with data, operations, sales, marketing, asset management, and product teams.
• Track record of following repeatable processes and delivering against 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, including buyer behavior, auction timelines, bidding processes, and common questions from investors or purchasers.
• Experience supporting customers on web and mobile platforms, including 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 working 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 the issues that keep them from transacting on distressed property assets going to auction.
• Meet or exceed individual performance targets, including schedule adherence, response and handle times, quality scores, customer satisfaction, and other key productivity and quality metrics.
• Follow established operating rhythms, including daily huddles, queue and case reviews, call coaching sessions, and regular one-on-one meetings with your supervisor.
• Resolve registration, deposit, bidding eligibility, account, and payment issues on first contact wherever possible, and escalate cleanly with full documentation when you cannot. Buyer suspensions and formal escalations route first to the Buyer Experience Ombudsman.
• Deliver timely, accurate, and professional support to prospective buyers on registration requirements, deposits, bidding eligibility, auction timelines, property information, and next steps.
• Apply support scripts, troubleshooting guides, and knowledge base content consistently, and route suggested improvements to the Sr. Buyer Experience Specialist who owns that content.
• Maintain high call quality on every buyer interaction, delivering clear, consistent, and helpful information while removing friction from the registration and bidding experience.
• Report mobile and browser issues that block bidders with enough detail for product and technology partners to reproduce and fix them.
• Review your own performance data to identify trends and gaps, and work with your supervisor on action plans that reduce repeat contacts and improve bidder conversion.
• Coordinate with auction operations, asset management, data, marketing, and SmartMatch teams to resolve buyer questions and remove friction from the auction process.
• Maintain accurate CRM records, case dispositioning, and follow-up on every buyer contact you handle.

Benefits

• Medical, dental, and vision insurance.
• Auction.com contributes an amount equal to 25% of your eligible contributions in our 401k plan.
• Paid Time Off (PTO), including 12 paid holidays.

What This Job Offers

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