Customer Experience Concierge - US Based Remote

Lensa; Miami (FL); Remote; USD 35,000 - 50,000; Full time

Job summary

A leading company is seeking a Customer Experience Concierge to provide exceptional support to participants in real estate reward programs. This remote role involves managing customer interactions, educating clients on benefits, and ensuring smooth transactions. Ideal candidates will have strong communication skills, attention to detail, and experience in customer service. Join a team dedicated to enhancing the home buying and selling experience.

Qualifications

• 2-3 years of business experience preferred.
• Knowledge of real estate processes preferred.

Responsibilities

• Manage a caseload of 375-600 files, handling multiple clients.
• Convert leads into sales and educate customers on program benefits.
• Handle high volume of calls, emails, and texts daily.

Skills

Bilingual in English-Spanish

Interpersonal Skills

Communication Skills

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. 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, handling multiple clients and diverse program details.
• Convert leads into sales by maintaining contact and problem-solving throughout the home buying/selling process.
• Educate customers on program benefits and eligibility.
• Handle escalations professionally and act as an advocate during transactions.
• Identify customer needs and tailor solutions accordingly.
• 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 points in their journey.
• Adhere to call flow policies, which may vary by client.
• 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-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 interpersonal and communication skills.
• Digital literacy and ability to navigate multiple systems.
• Attention to detail, multi-tasking, and organizational skills.
• Professional and courteous customer interaction.
• Reliable attendance and punctuality.
• Embrace diversity and inclusion.