Customer Experience Concierge - US Based Remote

Lensa; Baltimore (MD); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company is looking for a Customer Experience Concierge to provide support to participants of real estate reward programs. This remote role involves managing customer interactions, converting leads into sales, and ensuring excellent service throughout the home buying/selling process. Candidates should have strong communication skills and a background in customer service.

Qualifications

• 2-3 years of business experience preferred.
• Bilingual in English and Spanish is a plus.

Responsibilities

• Manage a caseload of 375-600 files, handling multiple clients.
• Convert leads into sales through sustained contact.
• Educate customers on program benefits and eligibility.

Skills

Communication

Digital Literacy

Attention to Detail

Organizational Skills

Education

High School Diploma

Some College

Job description

Customer Experience Concierge - US Based Remote

We are seeking qualified candidates for our Customer Experience Concierge role, a customer service position providing guidance and support to participants of our key real estate reward programs. This role involves assisting home buyers and sellers throughout their move journey, from initial program enrollment to closing. The position is 100% remote within the United States.

Work Hours: Four weekdays from 12-9 PM Eastern Time and every Saturday from 8-5.

Key Responsibilities

• Manage a caseload of 375-600 files, handling multiple clients and diverse program details.
• Convert leads into sales through sustained contact and problem solving during the home buying/selling process.
• Educate customers on program benefits and reward eligibility.
• Handle escalations professionally and act as an advocate for customers throughout their transaction.
• Coordinate between customers and real estate agents to ensure excellent service.
• Manage high volumes of calls, emails, and texts, with proactive follow-up at key touchpoints.
• Adhere to call flow policies and achieve metrics related to enrollment, referrals, closings, and satisfaction.
• Facilitate cross-selling of mortgage and ancillary services as needed.

Requisite Skills

• 2-3 years of business experience preferred.
• High school diploma required; some college preferred.
• Bilingual in English and Spanish is a plus.
• Knowledge of real estate processes (home purchase, sale, mortgage) preferred.
• Customer service experience in retail, financial services, or call centers preferred.
• Strong communication, digital literacy, attention to detail, and organizational skills.
• Ability to multi-task in a fast-paced environment and relate professionally to customers.
• Consistent attendance and punctuality; embrace diversity and inclusion.