Consumer Success Representative

Realtor.com Careers•Scottsdale, AZ

5d•Hybrid

About The Position

Recognized as the No. 1 site trusted by real estate professionals, Realtor.com® has been at the forefront of online real estate for over 25 years, connecting buyers, sellers, and renters with trusted insights and expert guidance to find their perfect home. Through its robust suite of tools, Realtor.com® not only makes a significant impact on the real estate industry at large, but for consumers, navigating the biggest purchase they will make in their life, by providing a user experience that is easy to use, easy to understand, and most of all, easy to make decisions. Join us on our mission to empower more people to find their way home by breaking barriers to entry, making the right connections, and building confidence through expert guidance. Consumer Success Representative at Realtor.com® Location: Scottsdale, AZ (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.

Requirements

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
The employee must be able to perform the following essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Employer retains the right to change or assign other duties to this position.
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.

Responsibilities

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)

Benefits

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
$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