Customer Experience Concierge - US Based Remote

Lensa; Los Angeles (CA); Remote; USD 40,000 - 60,000; Full time

Job summary

A leading company is seeking a Customer Experience Concierge for a fully remote role. The position involves guiding home buyers and sellers through their journey, managing a high volume of customer interactions, and ensuring satisfaction throughout the process. Ideal candidates will have strong customer service skills, attention to detail, and some knowledge of real estate. This role requires effective communication and the ability to multitask in a fast-paced environment.

Qualifications

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

Responsibilities

• Manage a caseload of 375-600 files.
• Support customers throughout their real estate transactions.
• Achieve key metrics for customer enrollment and satisfaction.

Skills

Customer service

Communication

Digital literacy

Attention to detail

Planning and organization

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 by maintaining close 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
• Support customers throughout their real estate transactions as an advocate
• Act as a liaison between customers and real estate agents to ensure excellent service
• Handle high volume of calls, emails, and texts daily
• Follow up proactively at key touchpoints in the customer journey
• Adhere to specific call flow processes according to 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 in English-Spanish is a plus
• Real estate knowledge (home purchase, sale, or mortgage) preferred
• Customer service experience (retail, financial services, or call center) preferred
• Strong interpersonal, verbal, and written communication skills
• Digital literacy and ability to navigate multiple systems
• Strong attention to detail
• Excellent planning and organization skills; ability to multitask in a fast-paced environment
• Professional and courteous customer relation skills
• Regular attendance and punctuality
• Commitment to diversity and inclusion