Buyer Experience Specialist - Plano, TX

Auction•Plano, TX

7d•Hybrid

About The Position

The Buyer Experience Specialist supports prospective buyers participating in distressed property auctions. This role handles inbound contacts and helps buyers register, become ready to bid, and complete transactions by answering questions and resolving registration, technical, and other issues. The position combines inbound customer support, buyer experience, and distressed real estate auction operations, with performance measured against service, quality, productivity, and customer satisfaction outcomes. The role is based in Plano, Texas, and requires four days per week in the office. It reports to the Buyer Experience Supervisor and 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.
Demonstrated 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.
Ability to interpret personal performance data and adjust 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.
Comfort working 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.
The experience threshold applies to external candidates; internal candidates advance according to career-path promotion criteria rather than a years-in-role minimum.

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 browser, app, account, and payment troubleshooting.
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, get bid-ready, and resolve barriers to transacting.
Meet or exceed individual performance targets for schedule adherence, response and handle times, quality, 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; otherwise escalate with complete documentation.
Provide timely, 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 route suggested content improvements to the Sr. Buyer Experience Specialist.
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 sufficient detail for product and technology partners 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 resolve buyer questions and remove friction from the auction process.
Maintain accurate CRM records, case dispositions, and follow-up for every buyer contact.
Follow the escalation process, routing buyer suspensions and formal escalations first to the Buyer Experience Ombudsman.