Customer Care Representative

Customer Care Representative at Realtor.com
Location: Scottsdale, AZ (Hybrid/3 days in office)
About the Role:

Are you driven to excel in a high-performance environment where your efforts create meaningful impact? At Realtor.com, we are seeking a passionate Customer Care Representative to join our dynamic team. We operate on a foundation of "Real" values that define our culture of excellence:

• Real Purpose: We are united by our mission to help everyone find their home and to support our core customers, real estate agents and brokers, in improving their business outcomes, ensuring every interaction makes a difference.
• Real Ambition: We strive for continuous growth, challenging ourselves to exceed performance goals and career milestones.
• Real Innovation: We embrace change and creative problem-solving to improve the software and support experiences we provide.
• Real Collaboration: We work together as a cohesive unit, supporting one another to deliver world-class service to our real estate professionals.
• Real Ownership: We take full accountability for our work, handling inquiries with accuracy, empathy, and professional integrity.

If you are an enthusiastic self-starter ready to thrive in a fast-paced, high-performance environment, we invite you to apply and help us shape the future of real estate support.

We are currently hiring FULL-TIME Customer Care Representative (CCR) professionals for our inbound call center! Successful candidates will possess strong skills in providing world-class customer service at all times. Strong interpersonal skills, being a self-starter, and an ability to quickly adapt to change are required in this fast-paced, high-volume inbound customer service center.  Let your customer service skills shine as you deliver exceptional service to our customers who are professionals in the real estate industry. While supporting our customers, you will provide prompt, efficient handling of customer inquiries, such as offering insight into our company products, troubleshooting software issues, and addressing billing and general inquiries.

• Customer Support Excellence: 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.
• Professional Integrity: Demonstrate Real Ownership by maintaining high levels of professionalism, empathy, and accuracy in every interaction, building deep rapport and trust with our professional customers.
• Proactive Growth: Embody Real Ambition by continuously developing deep product knowledge and actively seeking coaching to exceed performance benchmarks in our high-performance environment.
• Creative Problem Solving: Drive Real Innovation by embracing change and using creative, efficient strategies to resolve complex software and product inquiries.
• Cohesive Teamwork: 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.
• Data Stewardship: Take Real Ownership of data integrity by updating customer information in Salesforce with detailed, accurate notations for every interaction.
• Performance Impact: 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.
• Operational Reliability: Adhere to all attendance and punctuality guidelines, ensuring consistent availability to support our customers and team members.
• Other Duties: Perform other duties and responsibilities as needed.

What You’ll Bring:

• 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 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 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. 

How We Reward You:

• 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

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. 
• Vast growth and development opportunities based on merit, past performance, and leadership potential.

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.

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.