Buyer Experience Specialist - Plano, TX

Auction.com•Plano, TX

1d•Hybrid

About The Position

Auction.com is seeking a results-driven Buyer Experience Specialist for its high-performing inbound support team. The role helps prospective buyers register, prepare to bid, and complete transactions in distressed property auctions. It handles buyer contacts and questions about properties and the auction process, resolves registration and technical issues, and supports conversion of registered bidders into successful buyers. The position reports to the Buyer Experience Supervisor. The specialist works across inbound support, buyer experience, and distressed real estate auction execution. They are expected to deliver timely, accurate, professional support while meeting measurable service, productivity, and quality goals. The role involves troubleshooting buyer issues, documenting contacts and defects, reviewing performance data, and coordinating with internal teams to reduce friction in the auction process. The role 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 scores, customer satisfaction, and productivity metrics.

Requirements

At least 2 years of inbound support, contact center, or customer service experience against measurable performance goals.
Ability to work 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 discipline.
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 delivering 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 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 in a role with performance-based incentives tied to quality, customer satisfaction, or resolution outcomes.

Responsibilities

Handle inbound buyer contacts by phone, email, and chat, helping prospective buyers register, become bid-ready, and resolve issues preventing them from transacting.
Meet or exceed individual targets for schedule adherence, response and handle times, quality scores, customer satisfaction, and other productivity and quality metrics.
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; otherwise, escalate with complete documentation. Buyer suspensions and formal escalations route first to the Buyer Experience Ombudsman.
Provide accurate and professional guidance on registration requirements, deposits, bidding eligibility, auction timelines, property information, and next steps.
Apply support scripts, troubleshooting guides, and knowledge base content consistently, and submit suggested content improvements to the Sr. Buyer Experience Specialist who owns that content.
Maintain high call quality and deliver clear, consistent, helpful information that reduces friction in registration and bidding.
Report mobile and browser issues that block bidders, providing enough detail for product and technology teams to reproduce and fix 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 answer buyer questions and reduce friction in the auction process.
Maintain accurate CRM records, case dispositioning, and follow-up for every buyer contact.
Meet service level, response time, quality, buyer satisfaction, and buyer effort goals; maintain disciplined documentation and follow-up; and contribute to reducing repeat contacts and technical escalations.