Customer Experience Specialist

Auction.com•Plano, TX

16d•Hybrid

About The Position

At Auction.com, we’re transforming real estate. As the nation’s leading online platform for buying and selling residential bank-owned and foreclosure properties, we connect buyers, sellers, and investors with innovative technology. With over $70 billion in assets, our success is driven by a culture of innovation, collaboration, and impact. We go beyond the bid—empowering our people to thrive and shape the future of the industry Sr. Buyer Experience Specialist Plano, TX (In-Office on Mon-Thurs/WFH on Fri) Position Summary The Auction.com Buyer Experience Team is seeking a high-achieving and experienced customer support specialist looking to grow with a fast-paced, sales-driven team. This individual serves as the central point of contact for inbound customer inquiries. The Sr. Buyer Experience Specialist will be responsible for providing an exceptional customer experience and increasing buyer spend through top-tier service and identifying customer needs. The Sr. Buyer Experience Specialist will work with all levels of the operations team to resolve issues promptly. The Sr. Buyer Experience Specialist will play a crucial role in enhancing the purchasing experience for our buyers through our call center operations. Success in this role will be driven by the candidate’s ability to 1) Establish credibility and trust with buyers, 2) Provide industry-leading client and customer service; and 3) Increase sales by identifying assets that meet buyers’ needs. The ideal candidate will have experience in a call center environment, excellent communication skills and a strong background in customer service and support.

Requirements

Possess knowledge of computer software programs such as but not limited to MS Office, MS Teams, Salesforce, and New Voice Media telecom.
Excellent customer service skills.
Strong time management and critical thinking skills.
Detail oriented, flexible and multitask in a changing environment.
Strong interpersonal and communication skills
Two to four years of customer interaction and service
High school diploma or general equivalency

Nice To Haves

Background in a call center, mortgage servicing and or real estate preferred
Bilingual Spanish a plus

Responsibilities

Provide a professional and timely response to all customer/client inquiries in accordance with the company’s policies and procedures. This includes complex and escalated issues.
Engage with buyers to understand their needs, preferences, and feedback
Engage with internal departments for service requests transferring of inquiries and knowledge sharing.
Manage daily tasks and track customer correspondence in systems for reporting and analysis.
Meet or exceed defined performance expectations established for quality and service.

Benefits

Competitive pay, professional experience for your resume, a unique working environment (no office!), regular training opportunities for professional growth and development, employee recognition program, employee referral program, and eligibility to participate in the Auction.com 401k program.
In addition to base salary, this position is eligible for an annual performance bonus.
Auction.com also offers a comprehensive benefits package for eligible employees, including (but not limited to):
Medical, dental, and vision insurance.
Auction.com contributes an amount equal to 25% of your eligible contributions in our 401k plan.
Paid Time Off (PTO), including 12 paid holidays.
The availability and value of benefits may vary and are subject to the terms and conditions of the applicable plan documents. The Company reserves the right to modify compensation and benefits programs at any time, consistent with applicable law.

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