Customer Experience Concierge - US Based Remote

Lensa; Baltimore (MD); Remote; USD 35,000 - 50,000; Full time

Job summary

A leading company is seeking a Customer Experience Concierge to provide guidance and support in real estate reward programs. This remote role involves assisting home buyers and sellers throughout their move journey. The position requires strong communication skills and customer service experience, with a focus on achieving metrics related to enrollment and satisfaction.

Qualifications

• 2-3 years of business experience preferred.
• Bilingual in English-Spanish a plus.
• Real estate knowledge preferred.

Responsibilities

• Maintain a caseload of 375-600 files.
• Convert leads into sales through close contact.
• Handle high volumes of calls, emails, and texts daily.

Skills

Communication

Digital literacy

Attention to detail

Planning and organizational skills

Customer service

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. In this role, you will assist home buyers and sellers throughout their move journey, from initial program enrollment to closing. This position is 100% remote from any location in the United States.

The work hours are four weekdays from 12-9 PM Eastern time and every Saturday from 8-5.

Key Responsibilities

• Maintain a caseload of 375-600 files
• Manage multiple clients and diverse program details within a caseload
• Convert leads into sales through close contact and problem solving during the home buying/selling process
• Educate customers on program benefits and eligibility
• Handle escalations professionally and calmly
• Identify real estate needs and tailor solutions accordingly
• Support customers throughout their transactions as an advocate
• Coordinate between customers and real estate agents to ensure excellent service
• Handle high volumes of calls, emails, and texts daily
• Follow up proactively at key points in the customer journey
• Adhere to call flow policies, varying by client
• 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-Spanish a plus
• Real estate knowledge preferred (home purchase, sale, or mortgage)
• Customer service experience preferred (retail, financial services, or call center)
• Strong communication skills (interpersonal, verbal, written)
• Digital literacy and system navigation skills
• Attention to detail
• Planning and organizational skills; ability to multitask in a fast-paced environment
• Professional and courteous customer interaction
• Regular attendance and punctuality
• Commitment to diversity and inclusion

Our Leads Group focuses on delivering high-quality leads to our affiliated brokers and agents across multiple real estate brands, supporting nearly 1 million transactions annually in over 118 countries.