Senior Consumer Experience Representative

Senior Consumer Experience Representative

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.

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

What you'll do:

• 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)

What you'll bring:

• 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.

The employee must be able to perform the following essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. The employer retains the right to change or assign other duties to this position.

• 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.

How we work: We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together. This is a hybrid opportunity in our Scottsdale, AZ office.

How we reward you:

• $22/hour starting pay with commission for $65,000 total target annual pay based on performance
• Working with a highly-motivated team with a proven track record of success that also has a lot of FUN!
• A competitive work environment with great culture, rewards, recognition, and fun events
• Inclusive and competitive Medical, Vision, Dental, Disability, and Life Insurance plus Flexible and Dependent Care Spending Accounts
• Investment in growing your career and providing you the opportunity to have an immediate and massive impact on a growing company with a revolutionary business model
• Family forming benefits
• 13 annual paid company holidays
• Competitive Paid Time Off (PTO)
• 8 hours of paid Volunteer Time off annually
• Immediate eligibility into Company 401(k) plan with company match
• Tuition Reimbursement program for degreed and non-degreed programs
• 1:1 personalized Financial Planning Sessions
• Student Debt Retirement Savings Match program
• Free snacks and refreshments in each office location

Working conditions:

• Hybrid schedule with required in-office days per current company policy (2-3 days per week), subject to business needs.
• Scheduling flexibility is required, as some shifts require late-evening or weekend hours to align with consumer demand and coverage expectations.
• Position requires prolonged standing or sitting and repetitive hand and wrist motion. Operates phones, computers, copiers, and other office equipment.

Do the best work of your life at Realtor.com

Here, you'll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you'll find your way home too. At Realtor.com, you'll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return, we'll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.

Diversity is important to us, therefore, Realtor.com is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, Realtor.com will provide reasonable accommodations for otherwise qualified disabled individuals.