Customer Care Representative

Are you driven to excel in a high-performance environment where your efforts create meaningful impact? At Realtor.com, we are seeking a passionate Customer Care Representative to become the trusted expert real estate professionals rely on to keep their business running. We are currently hiring FULL-TIME Customer Care Representative (CCR) professionals for our inbound call center. Successful candidates deliver world-class customer service and bring strong interpersonal skills, a self-starter mindset, and the ability to adapt quickly to change in a fast-paced, high-volume environment. Our customers are professionals in the real estate industry, and they count on us to help them succeed. CCRs provide prompt, accurate support on product questions, listing troubleshooting, billing, and account issues, often working across several systems in a single interaction. Day to day, you will research and troubleshoot in: Salesforce: Case Management, Account History, Contact Dialers, and the SSO Tool RDC Pro Dashboard: Agent and Broker Profiles, Listings, Leads, Performance Reporting, and Product Settings MLS Data: Agent and Listing Verification, Data Feeds, and Listing Details Research Tools: Realtor Roster Search, NRDS Search, MLS Info Database, Map/Photo Tools, AI Agents (Glean & Gemini), and AI Assistants (Salesforce Agentforce) The ideal candidate embodies a combination of skillsets, such as Customer Empathy + Technical Aptitude + AI Fluency + Critical Thinking + Process Improvement + Ownership to elevate the customer experience, leverage AI toolsets, and optimize operational workflows. If you are a detail-driven problem solver who learns new systems & knowledge quickly and wants to grow alongside advancing AI technology, we invite you to apply and help us shape the future of Realtor.com. Duties and Responsibilities Customer Experience: Deliver world-class service with professionalism, empathy, and accuracy in every interaction. De-escalate frustrated customer situations and build lasting trust with professional customers whose income depends on our platform. Trusted Advisor: Serve as the primary point of contact and go-to resource for real estate agents and brokers, resolving complex product, billing, technical, and account issues that directly affect their ability to run their business. Complex Troubleshooting: Research and cross-reference Salesforce case history, the RDC Pro Dashboard, MLS data, and supporting tools like the SSO Tool and NRDS Search to diagnose layered issues. Apply critical thinking and sound judgment when there is no fixed script or single answer. AI-Powered Support: Use AI copilots, agent-assist tools, and automation, such as Agentforce, AI call summaries, and real-time knowledge, to speed up resolution and improve accuracy. Keep growing your AI skills as the tools evolve and you take on more complex, higher-value interactions. Knowledge & Growth: Retain and apply current knowledge across multiple products, systems, policies, and workflows at once. Adapt quickly as they change, and actively seek coaching to deepen your expertise. Process Improvement: Identify recurring issues, document solutions, and help improve self-service and knowledge resources. Share feedback with Product, Engineering, and AI teams to improve the customer experience. Teamwork: Share insights, help teammates work through complex scenarios, and contribute to a unified, world-class support team. Quality & Accuracy: Document every interaction accurately and thoroughly in Salesforce. Meet or exceed productivity, efficiency, quality, and CSAT goals that support our customers' business outcomes. Reliability: Follow all attendance and punctuality guidelines to ensure consistent support for customers and teammates, and perform other duties as needed. Education, Skills and Experience Minimum two years of customer service or technical support experience required, ideally in a fast-paced, call center environment. Outbound call experience is a plus. Demonstrated ability to retain and apply detailed knowledge across multiple products, systems, and policies, and to quickly learn new tools as they're introduced. Strong critical-thinking and judgment skills, with the ability to diagnose multi-layered issues without a fixed script and know when to resolve, or escalate. Hands-on experience with Salesforce or a similar CRM. Comfortable with billing platforms, Google Workspace, web browser troubleshooting, and instant messaging tools. Familiar with and use of generative AI tools (e.g., Gemini, Glean, Claude, ChatGPT) and AI agent‑assist platforms to work faster and more accurately, with a commitment to growing these skills over time. Able to type, talk, and troubleshoot across multiple platforms at once, with a minimum typing speed of 35 to 40 words per minute. Ability to multitask, adapt quickly to change, and work both independently and as part of a team. Excellent verbal and written communication skills, with proven conflict‑resolution and de‑escalation ability. Must be willing to work in a heavy phone‑based environment, work in office 4 days per week, and maintain an excellent attendance record. High School diploma or equivalent required; relevant certifications or real estate industry familiarity are a plus. Hours Must be able to attend training Monday through Friday from 7:30am to 4pm for the first 4 weeks of employment, including 4 mandatory days in office per week thereafter. Regular working hours will consist of working 40 hours, between Monday - Saturday, including a mandatory 4 days in office per week, M-F with shifts being scheduled between 6am to 6:15pm. Closed major holidays and Sundays. Pay and Benefits This position offers a competitive base pay of $19.50 per hour, with the opportunity to earn up to an additional $400 per month in performance-based bonuses. With these incentives, you can achieve a potential annual income of $45,360. Competitive benefits such as medical, dental, vision, 401(k), vacation and holidays. Vast growth and development opportunities based on merit, past performance, and leadership potential. About Realtor.com At realtor.com®, we aren’t just a website; we are a high-performance community of nearly 2,000 innovators driven by #J-18808-Ljbffr Realtor.com