Customer Service Representative

Realtor.com; Scottsdale (AZ); On-site; USD 22,000 - 32,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k)

Vacation and holidays

Job summary

Realtor.com is seeking a Customer Care Representative to support real estate professionals with product questions, billing, and account issues. The role emphasizes empathy, technical aptitude, and the ability to navigate multiple systems in a fast-paced environment.

You will research data across Salesforce, RDC Pro Dashboard, MLS, and AI tools to provide accurate solutions while maintaining strong customer relationships and contributing to process improvements.

Qualifications

• Minimum two years of customer service or technical support experience.
• Demonstrated ability to retain and apply detailed knowledge across multiple products, systems, and policies.
• Strong critical-thinking and judgment skills, with the ability to diagnose multi-layered issues without a fixed script.
• Hands-on experience with Salesforce or a similar CRM; comfortable with billing platforms and web tools.
• Familiar with generative AI tools and AI agent-assist platforms; eager to grow these skills.

Responsibilities

• Deliver world-class customer service with professionalism, empathy, and accuracy in every interaction.
• Serve as primary point of contact for real estate agents and brokers; resolve complex product, billing, technical, and account issues.
• Research and cross-reference data across Salesforce, RDC Pro Dashboard, MLS, and NRDS to diagnose issues.
• Leverage AI copilots, AI assist tools, and automation to speed up resolution and improve accuracy.
• Document interactions in Salesforce; identify recurring issues and suggest improvements to self-service resources.

Skills

Customer empathy

Technical aptitude

AI fluency

Critical thinking

Process improvement

Ownership

Interpersonal skills

Multitasking

Communication

Education

High School diploma or equivalent

Tools

Salesforce

RDC Pro Dashboard

MLS Data

NRDS Search

SSO Tool

Glean

Gemini

Agentforce

Job description

Are you driven to excel in a high-performance environment where your efforts create meaningful impact? At Realtor.com, we are seeking a passionate Customer Care Representative to become the trusted expert real estate professionals rely on to keep their business running.

We are currently hiring FULL-TIME Customer Care Representative (CCR) professionals for our inbound call center. Successful candidates deliver world-class customer service and bring strong interpersonal skills, a self-starter mindset, and the ability to adapt quickly to change in a fast-paced, high-volume environment.

Our customers are professionals in the real estate industry, and they count on us to help them succeed. CCRs provide prompt, accurate support on product questions, listing troubleshooting, billing, and account issues, often working across several systems in a single interaction. Day to day, you will research and troubleshoot in:

Salesforce: Case Management, Account History, Contact Dialers, and the SSO Tool

RDC Pro Dashboard: Agent and Broker Profiles, Listings, Leads, Performance Reporting, and Product Settings

MLS Data: Agent and Listing Verification, Data Feeds, and Listing Details

Research Tools: Realtor Roster Search, NRDS Search, MLS Info Database, Map/Photo Tools, AI Agents (Glean & Gemini), and AI Assistants (Salesforce Agentforce)

The ideal candidate embodies a combination of skillsets, such as Customer Empathy + Technical Aptitude + AI Fluency + Critical Thinking + Process Improvement + Ownership to elevate the customer experience, leverage AI toolsets, and optimize operational workflows.

Duties and Responsibilities

Customers’ support and service responsibilities include:

• Customer Experience: Deliver world-class service with professionalism, empathy, and accuracy in every interaction. De-escalate frustrated customer situations and build lasting trust with professional customers whose income depends on our platform.
• Trusted Advisor: Serve as the primary point of contact and go-to resource for real estate agents and brokers, resolving complex product, billing, technical, and account issues that directly affect their ability to run their business.
• Complex Troubleshooting: Research and cross-reference Salesforce case history, the RDC Pro Dashboard, MLS data, and supporting tools like the SSO Tool and NRDS Search to diagnose layered issues. Apply critical thinking and sound judgment when there is no fixed script or single answer.
• AI-Powered Support: Use AI copilots, AI-assist tools, and automation, such as Agentforce, AI call summaries, and real-time knowledge, to speed up resolution and improve accuracy. Keep growing your AI skills as the tools evolve and you take on more complex, higher-value interactions.
• Knowledge & Growth: Retain and apply current knowledge across multiple products, systems, policies, and workflows at once. Adapt quickly as they change, and actively seek coaching to deepen your expertise.
• Process Improvement: Identify recurring issues, document solutions, and help improve self-service and knowledge resources. Share feedback with Product, Engineering, and AI teams to improve the customer experience.
• Teamwork: Share insights, help teammates work through complex scenarios, and contribute to a unified, world-class support team.
• Quality & Accuracy: Document every interaction accurately and thoroughly in Salesforce. Meet or exceed productivity, efficiency, quality, and CSAT goals that support our customers' business outcomes.
• Reliability: Follow all attendance and punctuality guidelines to ensure consistent support for customers and teammates, and perform other duties as needed.

Education, Skills and Experience

• Minimum two years of customer service or technical support experience required, ideally in a fast-paced, call center environment. Outbound call experience is a plus.
• Demonstrated ability to retain and apply detailed knowledge across multiple products, systems, and policies, and to quickly learn new tools as they're introduced.
• Strong critical-thinking and judgment skills, with the ability to diagnose multi-layered issues without a fixed script and know when to resolve, or elevate.
• Hands-on experience with Salesforce or a similar CRM. Comfortable with billing platforms, Google Workspace, web browser troubleshooting, and instant messaging tools.
• Familiar with and use of generative AI tools (e.g., Gemini, Glean, Claude, ChatGPT) and AI agent-assist platforms to work faster and more accurately, with a commitment to growing these skills over time.
• Ability to multitask, adapt quickly to change, and work both independently and as part of a team.
• Excellent verbal and written communication skills, with proven conflict-resolution and de-escalation ability.
• Must be willing to work in a heavy phone-based environment, work in office 4 days per week, and maintain an excellent attendance record.
• High School diploma or equivalent required; relevant certifications or real estate industry familiarity are a plus.

Hours:

Must be able to attend training Monday through Friday from 7:30am to 4pm for the first 4 weeks of employment, including 4 mandatory days in office per week thereafter.

Start date for this position will be Monday, November 30th.

Regular working hours will consist of working 40 hours, between Monday - Saturday, including a mandatory 4 days in office per week, M-F with shifts being scheduled between 6am to 6:15pm. Closed major holidays and Sundays.

Pay and Benefits:

This position offers a competitive base pay of $19.50 per hour, with the opportunity to earn up to an additional $400 per month in performance-based bonuses. With these incentives, you can achieve a potential annual income of $45,360.

• Competitive benefits such as medical, dental, vision, 401(k), vacation and holidays.
• Vast growth and development opportunities based on merit, past performance, and leadership potential.

About Realtor.com

At realtor.com®, we aren’t just a website; we are a high-performance community of nearly 2,000 innovators driven by excellence and meaningful impact. Our culture is powered by our "Real" values, ensuring that every teammate has a Real Purpose. We are united by a dual mission: helping everyone find their home and empowering our core customers—real estate agents and brokers to achieve superior business outcomes.

We thrive on Real Ambition, constantly challenging ourselves to lead the industry through Real Innovation. Here, your work matters. Through Real Collaboration, we solve complex problems together, and with Real Ownership, every individual is empowered to take accountability and drive results. Every month, 70 million people trust us with their journey home, and we provide the world-class support that helps our professional partners succeed.

With dynamic offices across North America, we offer an environment where high achievers flourish. If you are looking for a career where your efforts create tangible rewards for homeowners and professionals alike, we invite you to join us.

Let’s make a difference, together. For Real.

Diversity is important to us, therefore, realtor.com is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, realtor.com will provide reasonable accommodations for otherwise qualified disabled individuals.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.