Customer Experience Concierge - US Based Remote

Lensa; Chicago (IL); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company is seeking a Customer Experience Concierge for a remote position. You will provide guidance and support to home buyers and sellers throughout their move journey. The role involves managing customer interactions, educating them on program benefits, and ensuring service quality. Strong communication and customer service skills are essential. Join us to enhance customer experiences in real estate transactions.

Qualifications

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

Responsibilities

• Manage a caseload of 375-600 files.
• Handle high volume of calls, emails, and texts daily.
• Achieve metrics related to customer enrollment and satisfaction.

Skills

Communication

Customer Service

Digital Literacy

Attention to Detail

Multitasking

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 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
• Handle multiple clients and diverse program details effectively
• Convert leads into sales through ongoing contact and problem-solving
• Educate customers on program benefits and eligibility
• Manage escalations professionally
• Identify customer needs and tailor solutions accordingly
• Support customers throughout their real estate transactions
• Coordinate between customers and real estate agents to ensure service quality
• Handle high volume of calls, emails, and texts daily
• Proactively follow up at key points in the customer journey
• Follow specific call flow processes as per policy
• Achieve metrics related to customer 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
• Real estate knowledge (home purchase, sale, or mortgage) preferred
• Customer service experience (retail, financial services, call center) preferred
• Strong communication skills (verbal and written)
• Digital literacy and familiarity with multiple systems
• Attention to detail and organizational skills
• Ability to multitask in a fast-paced environment
• Professional and courteous customer interaction
• Consistent attendance and punctuality
• Commitment to diversity and inclusion