Customer Experience Concierge - US Based Remote

Lensa; San Diego (CA); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading career site is seeking a Customer Experience Concierge to provide guidance and support to home buyers and sellers. This remote position involves managing a caseload, educating customers, and ensuring excellent service throughout their real estate transactions.

Qualifications

• 2-3 years business experience preferred.
• Strong interpersonal, verbal, and written communication skills.

Responsibilities

• Maintain a caseload of 375-600 files.
• Convert leads into sales through problem solving.
• Educate customers on program benefits.

Skills

Bilingual English-Spanish

Customer service

Digital literacy

Interpersonal communication

Attention to detail

Planning and organization

Education

High school diploma

Some college

Job description

Customer Experience Concierge - US Based Remote

Lensa is the leading career site for job seekers at every stage of their career. Our client, Anywhere Real Estate, is seeking professionals. Apply via Lensa today!

Anywhere Real Estate Inc. is the leading and most integrated provider of residential real estate services in the United States. Through Anywhere Inc. Customer Contact Center & Engagement, we deliver high-quality leads to the agents of our trusted industry brands, including Better Homes and Gardens Real Estate, Century 21, Corcoran, Coldwell Banker, ERA, and Sotheby's International Realty.

Anywhere Inc. has been designated a Great Place to Work for two consecutive years, recognizing the company’s commitment to providing a meaningful work environment where employees can grow and succeed. Anywhere Inc. has also earned the distinction of being named one of the World’s Most Ethical Companies by the Ethisphere Institute for nine straight years.

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 through 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

1. Maintain a caseload of 375-600 files
2. Manage multiple clients and diverse program details within a caseload
3. Convert leads into sales by maintaining close contact and problem solving throughout the home buying/selling lifecycle
4. Educate new customers on program benefits and program reward eligibility
5. Manage escalations with professionalism and poise
6. Identify real estate needs for each customer and tailor the best solution to meet their needs
7. Act as an advocate to support the customer throughout their real estate transaction
8. Function as a liaison between the customer and real estate agent to ensure excellent service
9. Handle high volume of calls, emails, and texts per day
10. Ensure proactive follow-up with customers at key touchpoints in their journey
11. Adhere to specific call flow process according to policy (varies from client to client)
12. Achieve key metrics for customer enrollment, referral placement, sale closings, and program satisfaction
13. Provide & facilitate cross-selling of mortgage and ancillary services as needed

Requisite Skills

• 2-3 years 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 organization skills; ability to multi-task in a fast-paced environment
• Ability to relate to customers professionally and courteously
• Regular and punctual attendance
• Embraces diversity and inclusion