Buyer Experience Specialist - Plano, TX

Role Overview We are seeking a results-driven Buyer Experience Specialist to join a high-performing inbound support team responsible for helping prospective buyers register, bid, and transact successfully in distressed property auctions. In this role you will handle inbound buyer contacts, answer questions about the property or auction process, resolve registration and technical issues, and help increase the rate at which registered bidders become successful buyers. This role reports to the Buyer Experience Supervisor. This role sits at the intersection of inbound support, buyer experience, and distressed real estate auction execution. The ideal candidate brings a strong inbound support or customer service background, comfort operating against measurable service and quality goals, and a practical interest in foreclosure, FCL, REO, or real estate auction markets. Key Responsibilities Handle inbound buyer contacts across phone, email, and chat, helping prospective buyers register, get bid-ready, and resolve the issues that keep them from transacting on distressed property assets going to auction. Meet or exceed individual performance targets, including schedule adherence, response and handle times, quality scores, customer satisfaction, and other key productivity and quality metrics. Follow established operating rhythms, including daily huddles, queue and case reviews, call coaching sessions, and regular one-on-one meetings with your supervisor. Resolve registration, deposit, bidding eligibility, account, and payment issues on first contact wherever possible, and elevate cleanly with full documentation when you cannot. Buyer suspensions and formal escalations route first to the Buyer Experience Ombudsman. Deliver timely, accurate, and professional support to prospective buyers on registration requirements, deposits, bidding eligibility, auction timelines, property information, and next steps. Apply support scripts, troubleshooting guides, and knowledge base content consistently, and route suggested improvements to the Sr. Buyer Experience Specialist who owns that content. Maintain high call quality on every buyer interaction, delivering clear, consistent, and helpful information while removing friction from the registration and bidding experience. Report mobile and browser issues that block bidders with enough detail for product and technology partners to reproduce and fix them. Review your own performance data to identify trends and gaps, and work with your supervisor on action plans that reduce repeat contacts and improve bidder conversion. Coordinate with auction operations, asset management, data, marketing, and SmartMatch teams to resolve buyer questions and remove friction from the auction process. Maintain accurate CRM records, case dispositioning, and follow-up on every buyer contact you handle. Success Measures Consistent achievement of individual service level, response time, and quality targets. Increased buyer satisfaction and reduced buyer effort on the contacts you handle. High-quality CRM documentation, accurate case dispositioning, and disciplined follow-up practices. Reduction in repeat contacts and technical escalations through clear, well-documented defect reporting. Strong call quality scores, coachability, and steady productivity. Required Qualifications 2+ years of inbound support, contact center, or customer service experience against measurable performance goals. Demonstrated ability to work a high-volume inbound queue while maintaining quality and professionalism. Familiarity with contact center performance metrics, including service level, handle time, schedule adherence, quality scores, and scorecards. Experience supporting customers across phone, email, and chat, with strong case management and CRM discipline. Comfort troubleshooting account, browser, app, and payment issues with customers in real time. Comfort interpreting your own performance data and adjusting your approach based on what it shows. Excellent verbal and written communication skills, with the ability to explain complex information clearly to both buyers and internal stakeholders. Comfort working cross-functionally with data, operations, sales, marketing, asset management, and product teams. Track record of following repeatable processes and delivering against service, quality, and customer satisfaction outcomes. The experience threshold above applies to external candidates. Internal candidates advance on the promotion criteria defined in the career path rather than a years-in-role minimum. Preferred Qualifications Experience in real estate, mortgage servicing, default servicing, foreclosure, REO, distressed asset sales, real estate auctions, or online marketplaces. Understanding of FCL and REO auction markets, including buyer behavior, auction timelines, bidding processes, and common questions from investors or purchasers. Experience supporting customers on web and mobile platforms, including troubleshooting browser, app, account, and payment issues. Familiarity with CRM and ticketing systems, knowledge base tools, workforce management, call recording tools, dashboards, and support analytics. Experience working in a role with performance-based incentives tied to quality, customer satisfaction, or resolution outcomes. Ideal Candidate Profile The ideal candidate is a self-motivated support professional who is comfortable on the phone all day, enjoys learning a complex product, and uses data to sharpen their own approach. They work well in a fast-paced auction environment, know how to keep buyers moving forward without sacrificing professionalism, and bring buyer feedback back to the team so product, technology, operations, and asset partners can act on it. This person should be equally comfortable reviewing their own dashboard, listening back to their calls, working through a troubleshooting guide, and handling a frustrated buyer working against an auction deadline. This role is based in Plano, TX, and requires four days per week in office. Compensation and Performance This role will include a performance-based incentive component tied to individual outcomes, including quality scores, customer satisfaction, and productivity metrics. Final compensation structure should reflect the scope of the role and the business impact of improved buyer outcomes. #J-18808-Ljbffr Auction