Customer Experience Concierge - US Based Remote

Lensa; Minneapolis (MN); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is looking for a Customer Experience Concierge to provide exceptional support to home buyers and sellers. This fully remote role involves managing a diverse caseload, converting leads into sales, and educating customers about program benefits. With a focus on innovation and empowerment, this company is recognized as a Great Place to Work and emphasizes growth and diversity. Join a team that handles nearly 1 million transactions annually and be part of a culture that values professionalism and customer satisfaction.

Qualifications

• 2-3 years of business experience preferred.
• Knowledge of real estate, home purchase, sale, or mortgage preferred.

Responsibilities

• Manage a caseload of 375-600 files, handling multiple clients.
• Educate customers on program benefits and eligibility.
• Achieve key metrics related to customer enrollment and satisfaction.

Skills

Customer Service Experience

Communication Skills

Digital Literacy

Bilingual English-Spanish

Attention to Detail

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 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 through consistent contact and problem solving during 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, with proactive follow-up.
• Follow specific call flow processes per client policies.
• Achieve key 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 English-Spanish skills are a plus.
• Knowledge of real estate, home purchase, sale, or mortgage preferred.
• Customer service experience in retail, financial services, or call centers preferred.
• Strong communication, digital literacy, and multitasking skills.
• Attention to detail, professionalism, and punctuality.
• Ability to relate professionally and embrace diversity and inclusion.

Join a company recognized as a Great Place to Work and one of the World's Most Ethical Companies. We support nearly 1 million transactions annually across a global network of leading real estate brands. Our culture emphasizes empowerment, innovation, and growth, making us a trusted advisor in real estate.