Customer Care Representative

Customer Care Representative Role at Realtor.com
Location: Scottsdale, AZ 

Are you a customer care expert? Are you ready to  provide 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.

Do you have a passion for providing exceptional customer service? Are you seeking an opportunity where you can make an impact, grow your career and be a part of an amazing organization? Our growing  business is looking for a skilled problem solver to join our team as a customer care representative. We need an enthusiastic individual who can listen to customer issues and then offer solutions to each problem. The successful candidate for this role will have a strong command of the company's customer service policies, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

• Answers incoming customer calls regarding billing issues, product problems, service questions and general customer inquiries
• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every caller
• Update customer information in the customer service database, Salesforce with detailed notation of each call
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
• Impact the company’s bottom line by problem solving and turning frustrated customers into repeat customers 
• Utilizing  effective communication and problem-solving skills via inbound phone to handle l customer inquiries – we believe in providing one-call resolution!
• Meeting or exceeding company expectations around productivity and service quality goals 
• Adhering to all attendance and punctuality guidelines
• Other duties and responsibilities as needed

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. 

What you’ll bring:

• Minimum two years of customer service experience in a call center environment
• Must be willing to work in a heavy phone-based environment
• Experience with performing outbound calls
• Must be able to work independently and in a team environment
• Must be able to to type, talk and navigate systems simultaneously
• Typing words per minute - minimum expectation 35-40 WPM
• Ability to multi task and adapt to changing business needs
• Working knowledge and experience with Gmail, Salesforce (or other CRM platforms), G Suite, MS Office Suite, Instant Messenger and Chrome
• Must have understanding of internet navigation and tools
• Excellent communication skills, both verbal and written
• Excellent track record of attendance
• Must have High School diploma or equivalent 

How we reward you:

• The Customer Care Representative Role pays $19.50 per hour base pay + up to a monthly bonus incentive of up to $400.00 based off performance metrics. We also offer robust benefits starting day one!
• 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, Rx, dental, and vision coverage
• Family-forming benefits
• 13 paid holidays & flexible time off
• 8 hours of paid volunteer time off
• Immediate eligibility for a 401(k) plan with a 3.5% 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

Hours: 

• Must be able to attend training Monday through Friday from 8am to 4:30pm for the first 4 weeks of employment, including 3 days in office per week. 
• Regular working hours will consist of working 40 hours, between Monday - Saturday, including 3 days in office per week, M-F with shifts being scheduled between 6am to 6:15pm. 
• Closed major holidays and Sundays.