Buyer Experience Specialist - Plano, TX

Auction.com; Plano (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

401k match

Paid time off

Job summary

Auction.com is seeking a Buyer Experience Specialist in Plano, TX to support prospective buyers registering, bidding, and transacting in distressed property auctions. You’ll handle inbound contacts, resolve registration and technical issues, and help improve bidder conversion.

Role reports to the Buyer Experience Supervisor. The ideal candidate has a strong inbound support or customer service background, with comfort meeting service goals and a practical interest in foreclosure markets.

Qualifications

• 2+ years in inbound support or customer service with measurable goals.
• Ability to handle high-volume queues with quality.
• Familiar with contact center metrics (SLA, handle time, quality scores).
• Experience across phone, email, and chat with strong case management.
• Comfort troubleshooting account, browser, app, and payments.
• Strong written and verbal communication; data-driven mindset.

Responsibilities

• Handle inbound buyer contacts to register, bid, and transact.
• Meet/exceed performance targets (response times, CSAT, productivity).
• Follow operating rhythms and coaching sessions.
• Resolve issues on first contact; escalate when needed.
• Maintain CRM records and follow-up on contacts.

Skills

Inbound support

CRM discipline

Communication skills

Cross-functional collaboration

Data analysis

Tools

CRM systems

Ticketing tools

Dashboards

Job description

At Auction.com, 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

Role Overview

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.

Key Responsibilities

• 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.
• Report mobile and browser issues that block bidders with enough detail for product and technology partners to reproduce and fix them.
• 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 SmartMatch 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.

Success Measures

• 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.

Required Qualifications

• 2+ years of inbound support, contact center, or customer service experience against measurable performance goals.
• Demonstrated ability to work a high-volume inbound queue while maintaining quality and professionalism.
• Familiarity with contact center performance metrics, including service level, handle time, schedule adherence, quality scores, and scorecards.
• Experience supporting customers across phone, email, and chat, with strong case management and CRM discipline.
• Comfort troubleshooting account, browser, app, and payment issues with customers in real time.
• Comfort interpreting your own performance data and adjusting your approach based on what it shows.
• Excellent verbal and written communication skills, with the ability to explain complex information clearly to both buyers and internal stakeholders.
• Comfort working cross-functionally with data, operations, sales, marketing, asset management, and product teams.
• Track record of following repeatable processes and delivering against service, quality, and customer satisfaction outcomes.

Preferred Qualifications

• Experience in real estate, mortgage servicing, default servicing, foreclosure, REO, distressed asset sales, real estate auctions, or online marketplaces.
• Understanding of FCL and REO auction markets, including buyer behavior, auction timelines, bidding processes, and common questions from investors or purchasers.
• Experience supporting customers on web and mobile platforms, including troubleshooting browser, app, account, and payment issues.
• Familiarity with CRM and ticketing systems, knowledge base tools, workforce management, call recording tools, dashboards, and support analytics.
• Experience working in a role with performance-based incentives tied to quality, customer satisfaction, or resolution outcomes.

Ideal Candidate Profile

The ideal candidate is a self‑motivated support professional who is comfortable on the phone all day, enjoys learning a complex product, and uses data to sharpen their own approach. They work well in a fast‑paced auction environment, know how to keep buyers moving forward without sacrificing professionalism, and bring buyer feedback back to the team so product, technology, operations, and asset partners can act on it. This person should be equally comfortable reviewing their own dashboard, listening back to their calls, working through a troubleshooting guide, and handling a frustrated buyer working against an auction deadline.

This role is based in Plano, TX, and requires four days per week in office.

Compensation and Performance

This role will include a performance‑based incentive component tied to individual outcomes, including quality scores, customer satisfaction, and productivity metrics. Final compensation structure should reflect the scope of the role and the business impact of improved buyer outcomes.

In addition to base salary, this position is eligible for a bonus.

Auction.com also offers a comprehensive benefits package for eligible employees, including (but not limited to):

• Medical, dental, and vision insurance.
• Auction.com contributes an amount equal to 25% of your eligible contributions in our 401k plan.
• Paid Time Off (PTO), including 12 paid holidays.

The availability and value of benefits may vary and are subject to the terms and conditions of the applicable plan documents.

The Company reserves the right to modify compensation and benefits programs at any time, consistent with applicable law.

Learn More About Our Benefits And Culture At

https://www.auction.com/lp/careers/

Auction.com is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other characteristic protected by applicable law.

To all recruitment agencies: Auction.com does not accept agency resumes unless you are part of our preferred partner network. Please do not forward resumes to our jobs alias, Auction.com employees or any other company location. Auction.com is not responsible for any fees related to unsolicited resumes.

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