Senior Consumer Experience Representative

Realtor.com Careers•Scottsdale, AZ

10h•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. Senior Consumer Experience Representative at Realtor.com® (Hybrid/In-Office 3 days per week) Location: Scottsdale, AZ Are you ready to set the standard for quality, speed, and professionalism? 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® 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 Senior Consumer Experience Representative and help change the world of real estate, one home at a time. Top Reasons to Apply: Opportunity to work in a high-expectation, high-performance environment managing our highest-value premium customers. Be instrumental in shaping the premium, "white-glove" customer journey at a leading real estate platform company. Competitive compensation package with performance-based incentives A safe, inclusive, and fun culture with excellent training and support for development

Requirements

2+ years’ experience in a phone-based call center role or equivalent high-volume, metrics-driven environment; experience in real estate, mortgage, insurance, or SaaS onboarding strongly preferred.
Welcome a challenge, and a competitive spirit that drives you to win in performance metrics.
Exceptional verbal communication skills with the ability to overcome objections with exceptional conflict resolution to generate a positive consumer experience while maintaining professionalism with a focus on empathy.
Proven resilience and grit in high-volume environments; you see “no” as a puzzle to solve rather than a personal rejection.
Tech-savvy and technology adept with experience using multiple systems, including soft phone, CRM, and dynamic scripting tools.
Service-oriented and consumer-obsessed mindset: you take pride in doing right by the consumer and our clients.
Metrics-driven operator: you understand and actively manage your performance and set your own goals.
Thrive in an open, transparent environment, where feedback and coaching are seen as gifts.
Always on time and only missing work when pre-planned with your manager. Attendance is important to us.
Come to win every day with a great attitude with a focus on team collaboration and contributing to a fun, inclusive, and high-performance culture.
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.

Nice To Haves

Spanish language proficiency

Responsibilities

Represent Realtor.com® in a professional manner across inbound and outbound 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, white-glove service and resolution
Conduct thorough, efficient discovery to determine consumer goals, budget, timeline, financing, and preferences to make successful connections with premium real estate professionals
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)