eXpert Care Desk, Concierge - CST - (REMOTE)

eXp Realty®•Indianapolis, IN

4d•Remote

About The Position

We are one of the first work-from-anywhere companies with 2,000+ team members utilizing our virtual office called eXp World. This role is work-from-anywhere in the U.S. This position requires a candidate to work from 11:00 AM to 8:00 PM in Central Standard Time. Who is eXp? Doing the audacious is part of eXp Realty’s DNA. We are a company that rewards creative minds who can offer bold solutions, where opinions matter, anything is possible and the outcome can be revolutionary. As a global full-service real estate brokerage utilizing a 3-D, fully immersive, cloud office environment, offering 24/7 access to collaborative tools & training, eXp has broken the traditional mold of real estate. We are doing big things. Come join us at eXp Realty – a 8x Glassdoor Best Places to Work organization! What you will do: To enhance the agent experience by handling frontline queries, managing documentation support, compliance and providing essential training, ensuring a seamless experience before agents are escalated to the various teams. Serve as the first point of contact for agent inquiries via email, phone, and in-frame support. Provide high-touch, white-glove service in a virtual support environment. Guide agents to the appropriate resources and teams for further assistance. Follow up with NPS detractors to address concerns and improve the agent experience. Review and assist with FICA documentation, ensuring compliance and reducing errors. Provide guidance on correcting documentation issues and ensuring regulatory compliance. Stay updated on compliance and procedural changes to provide accurate and efficient support. Cross-train in all areas of onboarding and post-onboarding support. Deliver training sessions on internal systems and assist agents with platform navigation. Guide new agents through the onboarding process, ensuring they understand documentation and system access. Assist in developing FAQs, training materials, and self-help guides. Manage frontline support tickets, resolving routine issues and directing agents to the right teams. Track and categorize common inquiries to improve response times and support efficiency. Work closely with the transactions team, agent services team and operations team to streamline agent interactions and improve response times. Identify recurring agent issues and propose process improvements. Maintain a knowledge base of common agent inquiries for quick resolution. Take on additional responsibilities as assigned to support the company’s evolving needs.

Requirements

High school diploma required or equivalent years of applicable experience
1-2 years experience
Experience in customer support, operations, or a similar role within a high-touch service environment.
Strong knowledge of compliance processes and regulatory requirements (e.g., FICA).
Experience in training, onboarding, or process improvement initiatives.
Proficiency in managing tickets and call-based support systems.
Strong organizational and multitasking abilities

Responsibilities

Serve as the first point of contact for agent inquiries via email, phone, and in-frame support.
Provide high-touch, white-glove service in a virtual support environment.
Guide agents to the appropriate resources and teams for further assistance.
Follow up with NPS detractors to address concerns and improve the agent experience.
Review and assist with FICA documentation, ensuring compliance and reducing errors.
Provide guidance on correcting documentation issues and ensuring regulatory compliance.
Stay updated on compliance and procedural changes to provide accurate and efficient support.
Cross-train in all areas of onboarding and post-onboarding support.
Deliver training sessions on internal systems and assist agents with platform navigation.
Guide new agents through the onboarding process, ensuring they understand documentation and system access.
Assist in developing FAQs, training materials, and self-help guides.
Manage frontline support tickets, resolving routine issues and directing agents to the right teams.
Track and categorize common inquiries to improve response times and support efficiency.
Work closely with the transactions team, agent services team and operations team to streamline agent interactions and improve response times.
Identify recurring agent issues and propose process improvements.
Maintain a knowledge base of common agent inquiries for quick resolution.
Take on additional responsibilities as assigned to support the company’s evolving needs.