Client Account Representative

About the role

We are seeking a full-time Customer Service Representative for our Referral Network Team. This position is fully remote.

Responsibilities

• Engage with inbound leads from a variety of digital sources, including website forms, inbound calls, and text message responses.
• Help connect consumers with the real estate agent best suited to their buying or selling needs, while considering factors such as agent performance and ranking, paid membership status, service area coverage, price range, and overall fit.
• Manage inbound and outbound interactions through phone, text, and email to maintain consumer engagement, support our real estate partners, and proactively obtain status updates throughout the referral process.
• Respond to and qualify inbound consumer leads through phone, text, email, and digital channels.
• Match consumers with the best-fit real estate agent based on ranking, service area, membership tier, price range, and other assignment criteria.
• Manage high-volume inbound and outbound follow-up with consumers and real estate partners to maintain engagement and obtain status updates.
• Analyze CRM and third-party data to validate lead information, determine qualification, and capture relevant details.
• Accurately document referral activity, updates, and consumer information within the CRM.
• Navigate agent, opportunity, and account profiles to respond to referral-specific questions and provide ongoing support.

Requirements

• Must be able to work 8:00 am - 5:00 pm PST
• High school diploma required
• Coachable, eager to learn, and able to effectively apply call scripts, processes, and customer service best practices
• Strong active listening and communication skills with the ability to build rapport and engage customers
• Excellent attention to detail, organization, and time management skills
• Results-oriented, self-motivated, and accountable for meeting individual and team goals
• Strong computer skills, including software navigation, multitasking, typing, and accurate data entry
• Confident and professional phone presence

Preferred Experience

• Associate's or Bachelor's Degree
• Familiarity with Salesforce Sales Cloud
• At least 1 year of experience in a contact center, customer service, inside sales, or real estate ISA role

Benefits

• Competitive salary
• Medical plans to choose from - 1 PPO and 2 HDHPs
• Dental plans to choose from
• Vision
• HSA - company-funded
• FSAs - healthcare, limited purpose, dependent care
• Short-Term Disability - company-paid
• Long-Term Disability - company-paid
• Basic Employee Life Insurance - company-paid
• Voluntary Dependent Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness
• Voluntary Hospital Indemnity
• ID Protection
• Pet Insurance
• 401(k) Retirement Savings with company match
• Paid PTO/Vacation/Sick Time
• 11 company-recognized holidays