Customer Care Representative

About the role

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

• Serve as the primary point of contact for our real estate agents and brokers, ensuring every interaction aligns with our Real Purpose to help everyone find their home and to help our professional customers improve their business outcomes.
• Demonstrate Real Ownership by maintaining high levels of professionalism, empathy, and accuracy in every interaction, building deep rapport and trust with our professional customers.
• Embody Real Ambition by continuously developing deep product knowledge and actively seeking coaching to exceed performance benchmarks in our high-performance environment.
• Drive Real Innovation by embracing change and using creative, efficient strategies to resolve complex software and product inquiries.
• Contribute to Real Collaboration by working with management and teammates to share insights, optimize processes, and ensure we act as a unified, world-class support team.
• Take Real Ownership of data integrity by updating customer information in Salesforce with detailed, accurate notations for every interaction.
• Consistently meet or exceed expectations for productivity and service quality, demonstrating Real Ambition and the drive to positively impact our customers' business results through efficient, one-call resolution.
• Adhere to all attendance and punctuality guidelines, ensuring consistent availability to support our customers and team members.

Requirements

• Minimum two years of customer service experience preferred, ideally in a call center environment
• Must be willing to work in a heavy phone-based environment
• Must be able to work in office 3 days per week
• Experience with performing outbound calls is a plus
• Must be able to work independently and in a team environment
• Must be able to type, talk and navigate systems simultaneously
• Typing words per minute - minimum expectation 35-40 WPM
• Able 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
• High School diploma or equivalent

Qualifications

Minimum two years of customer service experience preferred, ideally in a call center environment

Skills

• Strong interpersonal skills
• Ability to quickly adapt to change
• Proactive growth mindset
• Creative problem solving
• Data stewardship
• Operational reliability

Benefits

We offer 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. Free snacks and refreshments in each office location.

Pay and Benefits

This position offers a competitive base pay of $19.50 per hour, with the opportunity to earn up to an additional $400 per month in performance-based bonuses. With these incentives, you can achieve a potential annual income of $45,360. Competitive benefits such as medical, dental, vision, 401(k), vacation and holidays.

Hours

Must be able to attend training Monday through Friday from 7:30am to 4pm for the first 4 weeks of employment, including 3 mandatory days in office per week thereafter. Regular working hours will consist of working 40 hours, between Monday - Saturday, including a mandatory 3 days in office per week, M-F with shifts being scheduled between 6am to 6:15pm. Closed major holidays and Sundays.

Why Join Realtor.com®

At Realtor.com®, we believe everyone deserves a home of their own. We’re a team of passionate, driven professionals working to make buying and selling homes easier and more rewarding. We value integrity, collaboration, and diversity—and we’re committed to creating an environment where the best talent can do the best work of their careers.