Customer Care Representative

The job overview for this role is that Realtor.com is seeking a Customer Care Representative who is passionate about providing exceptional customer service. The successful candidate will have a strong command of the company's customer service policies and product knowledge, and will be responsible for handling customer inquiries, troubleshooting software issues, and addressing billing and general inquiries. The role requires strong interpersonal skills, dedication to providing world-class customer service, and the ability to adapt to change in a high-volume customer service center.

Answers incoming customer calls regarding billing issues, product problems, service questions and general customer inquiries

Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every caller

Update customer information in the customer service database, Salesforce with detailed notation of each call

Work with the management team to stay updated on product knowledge and be informed of any changes in company policies

Impact the company’s bottom line by problem solving and turning frustrated customers into repeat customers

Utilizing effective communication and problem-solving skills via inbound phone to handle customer inquiries – we believe in providing one-call resolution!

Meeting or exceeding company expectations around productivity and service quality goals

Adhering to all attendance and punctuality guidelines

Other duties and responsibilities as needed

• Minimum two years of customer service experience within a call center environment
• Must be willing to work in a heavy phone-based environment
• Experience with performing outbound calls is a plus
• Must be able to type, talk, and navigate systems simultaneously
• Typing words per minute - minimum expectation 35-40 WPM
• Ability to multitask and adapt to changing business needs
• Working knowledge and experience with Gmail, Salesforce (or other CRM platforms), G Suite, MS Office Suite, Instant Messenger, and Chrome
• Must have understanding of internet navigation and tools
• Excellent communication skills, both verbal and written
• Excellent track record of attendance
• Must have High School diploma or equivalent
• Must be able to attend training Monday through Friday from 8am to 4:30pm for the first 4 weeks of employment, including 3 days in office per week
• Regular working hours will consist of working 40 hours, between Monday - Saturday, including 3 days in office per week, M-F with shifts being scheduled between 6am to 6:15pm

• $19.50 hourly base pay
• Monthly bonus incentive of up to $400.00 based on performance metrics
• Competitive benefits such as medical, dental, vision, 401(k), vacation, and holidays
• Vast growth and development opportunities based on merit, past performance, and leadership potential