Senior Consumer Experience Representative

Realtor.com® is seeking a Senior Consumer Experience Representative to join our team in Scottsdale, AZ. As a trusted leader in online real estate for over 25 years, Realtor.com® empowers people to find their way home. This hybrid role requires 3 days per week in the office.

Are you ready to set the standard for quality, speed, and professionalism? Do you possess a hybrid of customer service and sales effectiveness skills? If you want to pursue your professional goals while helping to grow an innovative real estate tech company, this job is for you!

Top Reasons to Apply:

• Opportunity to work with high-value premium customers in a high-expectation, high-performance environment.
• Be instrumental in shaping the premium, “white-glove” customer journey at a leading real estate platform.
• Competitive compensation package with performance-based incentives.
• A safe, inclusive, and fun culture with excellent training and development support.

What You’ll Do:

• Represent Realtor.com® professionally across inbound and outbound phone, email, and text communications.
• Make 300+ outbound and inbound warm dials daily to identify client needs and provide superior, white-glove service.
• Conduct thorough discovery to determine consumer goals, budget, timeline, financing, and preferences.
• Make successful connections between consumers and real estate professionals.
• Work collaboratively in a team atmosphere and independently.
• Utilize effective problem-solving, listening, and questioning skills to determine client needs.
• Scheduling flexibility is required, including potential late evening or weekend hours.
• Read and speak English fluently; additional languages like Spanish are a bonus.

What You’ll Bring:

• 2+ years of experience in a phone-based call center role or equivalent high-volume, metrics-driven environment. Experience in real estate, mortgage, insurance, or SaaS onboarding is strongly preferred.
• A competitive spirit and resilience in high-volume environments.
• Exceptional verbal communication and conflict resolution skills.
• Tech-savvy with experience using multiple systems (soft phone, CRM, dynamic scripting tools).
• Service-oriented and consumer-obsessed mindset.
• Metrics-driven approach to performance management.
• Ability to thrive in an open, transparent environment with a focus on feedback and coaching.
• Strong attendance record.
• A great attitude focused on team collaboration and contributing to a fun, inclusive, high-performance culture.

Essential Functions:

• Context-Based Decision-Making: Learn new tasks, maintain focus, complete tasks independently, make timely decisions within workflow and productivity quotas.
• Operate/Use Equipment: Operate a computer and necessary equipment (headset, mouse, keyboard) throughout the workday.
• Communication: Exchange accurate information and ideas proficiently in English. Assist callers effectively and adaptively.
• Collaboration: Consistently and effectively interact with others face-to-face, by phone, video, and through written communications.

How We Work:

This is a hybrid opportunity in our Scottsdale, AZ office, requiring 3 days per week in the office for in-person collaboration.

How We Reward You:

• $22/hour starting pay with commission for a $65,000 total target annual pay based on performance.
• Work with a highly-motivated, fun team.
• Competitive work environment with great culture, rewards, and recognition.
• Inclusive Medical, Vision, Dental, Disability, and Life Insurance; Flexible and Dependent Care Spending Accounts.
• Investment in career growth and opportunity for immediate impact.
• 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.
• 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.
• Scheduling flexibility required for late-evening or weekend shifts.
• Prolonged standing or sitting and repetitive hand and wrist motion; operation of phones, computers, and other office equipment.

Join Realtor.com® and help empower everyone to find their way home. We are an Equal Opportunity Employer.