Agent Support Specialist

LPT-Realty; Florida; On-site; USD 40,000 - 60,000; Full time

Job summary

LPT Realty in Lake Mary, FL is seeking an Agent Support Specialist to be a primary contact for agents, delivering timely, accurate answers and solutions across systems and brokerage processes. You will help enhance agent satisfaction and productivity while navigating multiple channels.

You will troubleshoot issues, guide agents to resources, and collaborate with internal teams to resolve inquiries, maintain high service levels, and support the brokerage's commitment to exceptional client service.

Qualifications

• 1–2 years in a customer support environment or call center.
• Real estate brokerage or administrative experience preferred.
• Strong verbal and written communication across multiple channels.
• Ability to manage high inquiry volumes with meticulous attention to detail.
• Excellent problem-solving and troubleshooting abilities.
• Independent work style in a fast-paced setting.
• Collaborate effectively with cross-functional teams.

Responsibilities

• Manage and respond to inbound agent inquiries promptly across calls, chats, tickets, emails, and texts.
• Provide live phone support to explain processes and resolve issues in real time.
• Troubleshoot technology and platform issues, guiding agents to resolution or coordinating with internal teams.
• Deliver accurate brokerage information using internal knowledge base resources.
• Escalate complex inquiries to the appropriate department while owning follow-up.

Skills

Customer support

Call center

Multichannel communication

Problem solving

Independent worker

Cross-functional collaboration

Quick learner

Professional demeanor

Tools

CRM systems

Job description

Job Overview:

Join our dynamic team at LPT Realty as an Agent Support Specialist. In this role, you will serve as a key point of contact for agents, providing timely, accurate, and solutions-oriented support across systems, tools, and brokerage processes. Your work directly impacts agent satisfaction, productivity, and overall success within the brokerage.

This is a fast-paced, service-focused role centered on delivering high-quality agent support across multiple communication channels. You will troubleshoot issues, provide guidance on brokerage resources, and collaborate cross-functionally to resolve agent needs efficiently. Success in this role requires strong communication skills, attention to detail, and the ability to manage a high volume of inquiries while maintaining a positive agent experience.

Location: Lake Mary, FL (Onsite)

Schedule: Monday - Friday, standard business hours (9am - 6pm est), with rotating Saturdays

Responsibilities:

• Manage and respond to inbound agent inquiries promptly and professionally across calls, chats, tickets, emails, and texts
• Provide live phone support to explain processes and resolve issues in real time
• Troubleshoot technology and platform issues, guiding agents to resolution or coordinating with internal teams as needed
• Deliver accurate brokerage information using internal knowledge base resources
• Escalate complex or specialized inquiries to the appropriate department while maintaining ownership of follow-up
• Maintain a high level of professionalism and service when supporting agents
• Track open issues and follow through to completion to ensure timely resolution
• Communicate updates clearly to agents regarding status and next steps
• Identify patterns in agent questions or challenges and provide feedback to improve resources and processes
• Maintain accurate documentation of agent interactions within support systems
• Meet established service-level expectations, turnaround timeframes, and quality benchmarks
• Support team-wide goals tied to agent satisfaction and response efficiency
• Continuously seek opportunities to improve workflows and support delivery

Qualifications:

• 1–2 years in a customer support environment, call center, help desk, concierge, ortechnical support role
• Prior real estate brokerage or administrative experience preferred
• Strong verbal and written communication skills across multiple channels
• Ability to manage high inquiry volumes while maintaining attention to detail
• Strong problem-solving and troubleshooting capabilities
• Comfortable working independently in a fast-paced environment
• Ability to collaborate effectively with cross-functional teams
• Quick learner with the ability to navigate multiple systems and platforms
• Professional, friendly, and service-oriented mindset

Why Join LPT Realty?

Be part of a team that values collaboration, responsiveness, and exceptional service. At LPT Realty, we believe supporting our agents effectively is key to their success. Join us and play an important role in delivering a high-quality support experience that helps our agents thrive.