Senior Consumer Representative

Position: Senior Consumer Experience Representative
Recognized as the No. 1 site trusted by real estate professionals,  has been at the forefront of online real estate for over 25 years, connecting buyers, sellers, and renters with trusted insights and expert guidance to find their perfect home. Through its robust suite of tools,  not only makes a significant impact on the real estate industry at large, but for consumers, navigating the biggest purchase they will make in their life, by providing a user experience that is easy to use, easy to understand, and most of all, easy to make decisions.

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.

Senior Consumer Experience Representative at

(Hybrid/In-Office 3 days per week)

Location:

Scottsdale, AZ

Are you ready to set the standard for quality, speed, and professionalism? Do you possess a hybrid of customer service and sales effectiveness skills that drive outcomes? Are you a self-starter who is ready to help the consumers of  through the early stages of the home buying or selling process? If you want to pursue your professional goals as you help grow an innovative real estate tech company, this job is for you.

Join us as our newest _Senior Consumer Experience Representative_ and help change the world of real estate, one home at a time.

Top Reasons to Apply:

+ Opportunity to work in a high-expectation, high-performance environment managing our highest-value premium customers.

+ Be instrumental in shaping the premium, "white-glove" customer journey at a leading real estate platform company.

+ Competitive compensation package with performance-based incentives

+ A safe, inclusive, and fun culture with excellent training and support for development

What you'll do:

+ Represent  in a professional manner across inbound and outbound phone, email, and text message communication

+ Make 300+ outbound and inbound warm dials daily to identify clients' real estate transaction needs and respond by providing superior, white-glove service and resolution

+ Conduct thorough, efficient discovery to determine consumer goals, budget, timeline, financing, and preferences to make successful connections with premium real estate professionals

+ Work in a collaborative team atmosphere and independently

+ Ability to determine the needs of our clients through effective problem-solving, listening, and questioning skills

+ Make successful connections between consumers and real estate professionals to move the business forward, increase operational efficiency, and break records

+ Scheduling flexibility is required as some shifts require late evening or weekend hours

+ Read and speak English fluently, an additional language is a bonus but not essential (Spanish)

What You'll Bring:

+ 2+ years' experience in a phone-based call center role or equivalent high-volume, metrics-driven environment; experience in real estate, mortgage, insurance, or SaaS onboarding strongly preferred.

+ Welcome a challenge, and a competitive spirit that drives you to win in performance metrics.

+ Exceptional verbal communication skills with the ability to overcome objections with exceptional conflict resolution to generate a positive consumer experience while maintaining professionalism with a focus on empathy.

+ Proven resilience and grit in high-volume environments; you see "no" as a puzzle to solve rather than a personal rejection.

+ Tech-savvy and technology adept with experience using multiple systems, including soft phone, CRM, and dynamic scripting tools.

+ Service-oriented and consumer-obsessed mindset: you take pride in doing right by the consumer and our clients.

+ Metrics-driven operator: you understand and actively manage your performance and set your own goals.

+ Thrive in an open, transparent environment, where feedback and coaching are seen as gifts.

+ Always on time and only missing work when pre-planned with your manager. Attendance is important to us.

+ Come to win every day with a great attitude with a focus on team collaboration and contributing to a fun, inclusive, and high-performance culture.

The employee must be able to perform the following essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. The employer retains the right to change or assign other duties to this position.

+ Context-Based Decision-Making:
Ability to learn new tasks, remember processes and work requirements, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, and within the required speed or productivity quotas. Ability to integrate information for decision making, problem-solving, and comprehension. Ability to apply established protocols in a timely manner. Ability to identify and appropriately address common issues raised by customers and colleagues.

+ Operate/Use…