Customer Care Representative

Realtor.com Careers•Phoenix, AZ

18h•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 home by breaking barriers to entry, making the right connections, and building confidence through expert guidance. Customer Care Representative at Realtor.com Location: Scottsdale, AZ (Hybrid/3 days in office) About the Role: Are you driven to excel in a high-performance environment where your efforts create meaningful impact? At Realtor.com, we are seeking a passionate Customer Care Representative to join our dynamic team. We operate on a foundation of "Real" values that define our culture of excellence: Real Purpose: We are united by our mission to help everyone find their home and to support our core customers, real estate agents and brokers, in improving their business outcomes, ensuring every interaction makes a difference. Real Ambition: We strive for continuous growth, challenging ourselves to exceed performance goals and career milestones. Real Innovation: We embrace change and creative problem-solving to improve the software and support experiences we provide. Real Collaboration: We work together as a cohesive unit, supporting one another to deliver world-class service to our real estate professionals. Real Ownership: We take full accountability for our work, handling inquiries with accuracy, empathy, and professional integrity. If you are an enthusiastic self-starter ready to thrive in a fast-paced, high-performance environment, we invite you to apply and help us shape the future of real estate support. We are currently hiring FULL-TIME Customer Care Representative (CCR) professionals for our inbound call center! Successful candidates will possess strong skills in providing world-class customer service at all times. Strong interpersonal skills, being a self-starter, and an ability to quickly adapt to change are required in this fast-paced, high-volume inbound customer service center. Let your customer service skills shine as you deliver exceptional service to our customers who are professionals in the real estate industry. While supporting our customers, you will provide prompt, efficient handling of customer inquiries, such as offering insight into our company products, troubleshooting software issues, and addressing billing and general inquiries.

Requirements

Minimum two years of customer service experience preferred, ideally in a call center environment
Must be willing to work in a heavy phone-based environment
Must be able to work in office 3 days per week
Must be able to work independently and in a team environment
Must be able to to type, talk and navigate systems simultaneously
Typing words per minute - minimum expectation 35-40 WPM
Ability to multi task 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

Nice To Haves

Experience with performing outbound calls is a plus

Responsibilities

Serve as the primary point of contact for our real estate agents and brokers, ensuring every interaction aligns with our Real Purpose to help everyone find their home and to help our professional customers improve their business outcomes.
Demonstrate Real Ownership by maintaining high levels of professionalism, empathy, and accuracy in every interaction, building deep rapport and trust with our professional customers.
Embody Real Ambition by continuously developing deep product knowledge and actively seeking coaching to exceed performance benchmarks in our high-performance environment.
Drive Real Innovation by embracing change and using creative, efficient strategies to resolve complex software and product inquiries.
Contribute to Real Collaboration by working with management and teammates to share insights, optimize processes, and ensure we act as a unified, world-class support team.
Take Real Ownership of data integrity by updating customer information in Salesforce with detailed, accurate notations for every interaction.
Consistently meet or exceed expectations for productivity and service quality, demonstrating Real Ambition and the drive to positively impact our customers' business results through efficient, one-call resolution.
Adhere to all attendance and punctuality guidelines, ensuring consistent availability to support our customers and team members.
Perform other duties and responsibilities as needed.