Buyer Experience Specialist - Plano, TX

At , we’re transforming real estate. As the nation’s leading online platform for buying and selling residential bank-owned and foreclosure properties, we connect buyers, sellers, and investors with innovative technology. With over $70 billion in assets, our success is driven by a culture of innovation, collaboration, and impact. We go beyond the bid - empowering our people to thrive and shape the future of the industry

We are seeking a results-driven Buyer Experience Specialist to join a high-performing inbound support team responsible for helping prospective buyers register, bid, and transact successfully in distressed property auctions. In this role you will handle inbound buyer contacts, answer questions about the property or auction process, resolve registration and technical issues, and help increase the rate at which registered bidders become successful buyers.

This role reports to the Buyer Experience Supervisor.

This role sits at the intersection of inbound support, buyer experience, and distressed real estate auction execution. The ideal candidate brings a strong inbound support or customer service background, comfort operating against measurable service and quality goals, and a practical interest in foreclosure, FCL, REO, or real estate auction markets.

• Handle inbound buyer contacts across phone, email, and chat, helping prospective buyers register, get bid-ready, and resolve the issues that keep them from transacting on distressed property assets going to auction.
• Meet or exceed individual performance targets, including schedule adherence, response and handle times, quality scores, customer satisfaction, and other key productivity and quality metrics.
• Follow established operating rhythms, including daily huddles, queue and case reviews, call coaching sessions, and regular one-on-one meetings with your supervisor.
• Resolve registration, deposit, bidding eligibility, account, and payment issues on first contact wherever possible, and elevate cleanly with full documentation when you cannot. Buyer suspensions and formal escalations route first to the Buyer Experience Ombudsman.
• Deliver timely, accurate, and professional support to prospective buyers on registration requirements, deposits, bidding eligibility, auction timelines, property information, and next steps.
• Apply support scripts, troubleshooting guides, and knowledge base content consistently, and route suggested improvements to the Sr. Buyer Experience Specialist who owns that content.
• Maintain high call quality on every buyer interaction, delivering clear, consistent, and helpful information while removing friction from the registration and bidding experience.
• Review your own performance data to identify trends and gaps, and work with your supervisor on action plans that reduce repeat contacts and improve bidder conversion.
• Coordinate with auction operations, asset management, data, marketing, and Smart Match teams to resolve buyer questions and remove friction from the auction process.
• Maintain accurate CRM records, case dispositioning, and follow-up on every buyer contact you handle.

• Consistent achievement of individual service level, response time, and quality targets.
• Increased buyer satisfaction and reduced buyer effort on the contacts you handle.
• High-quality CRM documentation, accurate case dispositioning, and disciplined follow-up practices.
• Reduction in repeat contacts and technical escalations through clear, well-documented defect reporting.
• Strong call quality scores, coachability, and steady productivity.

• 2+ years of inbound support, contact center, or customer service experience against measurable performance goals.
• Demonstrated ability to work a…