Customer Experience Concierge - US Based Remote

Lensa; Seattle (WA); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company is seeking a Customer Experience Concierge to provide guidance and support to participants in real estate reward programs. This remote role involves assisting clients throughout their move journey, managing multiple clients, and ensuring excellent service. Ideal candidates will have strong communication skills and customer service experience, with a focus on diversity and inclusion.

Qualifications

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

Responsibilities

• Maintain a caseload of 375-600 files.
• Convert leads into sales through consistent contact.
• Handle high volumes of calls, emails, and texts daily.

Skills

Communication

Digital literacy

Attention to detail

Planning and organization

Customer service

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

1. Maintain a caseload of 375-600 files.
2. Manage multiple clients and diverse program details within a caseload.
3. Convert leads into sales through consistent contact and problem solving during the home buying/selling process.
4. Educate customers on program benefits and reward eligibility.
5. Handle escalations professionally and with poise.
6. Identify customer needs and tailor solutions accordingly.
7. Support customers throughout their real estate transactions as their advocate.
8. Coordinate between customers and real estate agents to ensure excellent service.
9. Handle high volumes of calls, emails, and texts daily.
10. Follow up proactively at key points in the customer journey.
11. Adhere to specific call flow processes as per client policies.
12. Meet key metrics for enrollment, referral placements, closings, and satisfaction.
13. 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 (home purchase, sale, or mortgage) preferred.
• Customer service experience preferred (retail, financial services, or call center).
• Strong communication skills—interpersonal, verbal, and written.
• Digital literacy and ability to navigate multiple systems.
• Attention to detail.
• Excellent planning and organization skills; ability to multitask.
• Professional and courteous customer interaction.
• Consistent attendance and punctuality.
• Commitment to diversity and inclusion.