Customer Care Representative

Customer Care Representative at Realtor.com®

Location: Scottsdale, AZ

Are you a customer care expert? Are you passionate about delivering world-class customer service while finding solutions for our customers needs? If you want to pursue your professional goals as you help grow an innovative real estate tech company, this work is for you. Join us as our newest Customer Care Representative and help change the world of real estate, one home at a time.

We are seeking a skilled problem solver with a positive attitude who can listen to customer concerns and provide effective solutions. The ideal candidate will have a solid understanding of our customer service policies and possess in-depth product knowledge to deliver quick and accurate assistance.

If you excel in customer care and are ready to provide world-class service in a fast-paced, high performance environment, we want to hear from you!

What you’ll do:

• Customer Support: Support customer calls, emails & chats regarding billing questions, product inquiries, service questions, and general support related requests.
• Professionalism: Maintain a high level of professionalism and establish positive rapport with every customer, ensuring a welcoming, helpful & positive interaction.
• Account Management: Accurately update customer information in Salesforce, documenting each call with detailed notes for future reference.
• Product Knowledge: Collaborate with the management team to stay informed about product updates and changes in company policies.
• Customer Retention: Enhance the company’s bottom line by effectively problem-solving and converting frustrated customers into loyal, repeat clients.
• Effective Communication: Utilize strong communication and problem-solving skills to provide one-call resolutions for customer inquiries.
• Performance Goals: Meet or exceed all performance metrics including productivity and service quality expectations.
• Attendance: Adhere to all attendance and punctuality guidelines to ensure a reliable support team.
• Additional Duties: Perform other responsibilities as needed to support the team and enhance customer experience.

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.

What you’ll bring:

• Customer Service Experience: Minimum of 1 year in a call center, demonstrating excellence in diverse customer interactions and ensuring customers leave with a smile.
• Customer Focus: Strong advocate for customer engagement and relationship management.
• Phone-Based Proficiency: Comfortable in a high-volume phone environment, skilled in making and receiving calls.
• Outbound Calling Experience: Familiarity with engaging customers through outbound calls.
• Team Player & Independent Worker: Collaborative mindset while also being proactive and self-sufficient; willing to ask for help and support others.
• Multitasking Skills: Capable of typing (35-40 WPM), speaking, and navigating systems simultaneously.
• Adaptability: Quick learner who thrives in change, managing multiple tasks while adjusting to evolving business needs.
• Technical Proficiency: Proficient in Gmail, Salesforce (or similar CRM), G Suite, MS Office Suite, and internet navigation.
• Communication Skills: Exceptional verbal and written abilities; confident in building rapport and negotiating with diverse individuals.
• Reliability: Proven track record of excellent attendance and punctuality.
• Emotional Intelligence: Maintains professionalism and calm under pressure.
• Conflict Resolution: Skilled in overcoming objections with empathy, generating positive customer experiences.
• Performance Drive: Welcomes challenges and is motivated to excel in performance metrics.
• Personal Attributes: Self-motivated, ambitious, and goal-oriented with a strong desire to succeed and grow.
• Work Environment: Thrives in an open, feedback-rich culture that fosters growth.
• Team Dynamics: Committed to collaboration and creating a positive team environment.
• Organizational Skills: Detail-oriented, resourceful, and efficient in managing tasks.

Hours: 

• Training Schedule: Attendance is Mandatory Monday through Friday, from 8:00 AM to 4:30 PM, for the first four weeks of employment. The first week of training will be held in-person at our Scottsdale location. Following the initial week, employees will be required to be in office Tuesday, Wednesday and Thursday for the remainder of the training period.
• Regular Working Hours: After training, you will work a total of 40 hours per week, scheduled between Monday and Saturday. Shifts will be assigned between 6:00 AM and 6:15 PM, including 3 days in the office.
• Time Off: Our office is closed on major holidays and Sunday.

Pay and Benefits:

• Compensation: This position offers a competitive annual salary of $45,360, a base pay of $19.50 per hour plus a monthly performance bonus of up to $400. 
• Benefits: Enjoy a comprehensive benefits package that includes medical, dental, vision, 401(k), paid vacation, and holidays.
• Growth Opportunities: We provide extensive growth and development opportunities based on merit, past performance, and leadership potential.