Senior Consumer Success Representative

Senior Consumer Success Representative

About

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.

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)

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.
• 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.
• 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.
• Ability to communicate and exchange accurate information and ideas in proficient English so others will understand. Ability to assist callers effectively, flexibly and adaptively.
• Ability to consistently and effectively interact with others face-to-face, by phone or video, and through systems and written communications.