Customer Experience Concierge - US Based Remote

Lensa; Los Angeles (CA); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company is looking for a Customer Experience Concierge to provide guidance and support to participants in real estate reward programs. This fully remote position requires strong customer service skills and the ability to manage a high volume of client interactions. Candidates should have a high school diploma and experience in customer service, with bilingual skills being a plus. The role involves maintaining a caseload, educating customers, and coordinating with real estate agents to ensure excellent service.

Qualifications

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

Responsibilities

• Maintain a caseload of 375-600 files.
• Convert leads into sales by maintaining contact.
• Educate new customers on program benefits.

Skills

Customer service

Communication

Planning

Digital literacy

Interpersonal 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. In this role, you will aid 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 by maintaining contact and problem solving throughout the home buying/selling lifecycle.
• Educate new customers on program benefits and reward eligibility.
• Manage escalations professionally and with poise.
• Identify real estate needs for each customer and tailor solutions accordingly.
• Act as an advocate throughout the real estate transaction.
• Coordinate between customers and real estate agents to ensure excellent service.
• Handle high volume of calls, emails, and texts daily.
• Proactively follow up with customers at key touchpoints.
• Adhere to specific call flow processes as per policy.
• Achieve key metrics for 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 English-Spanish speakers a plus.
• Real estate knowledge preferred (home purchase, sale, or mortgage).
• Customer service experience preferred (retail, financial services, or call center).
• Strong interpersonal, verbal, and written communication skills.
• Digital literacy and ability to navigate multiple systems.
• Strong attention to detail.
• Planning and organizational skills; ability to multi-task in a fast-paced environment.
• Professional and courteous customer interaction.
• Regular and punctual attendance.
• Embraces diversity and inclusion.