Real Estate Customer Care Expert

Realtor.com; Scottsdale (AZ); On-site; USD 41,000 - 45,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

Vacation and holidays

Growth opportunities

Job summary

Realtor.com is seeking a Customer Care Representative to deliver world-class service to real estate professionals. You will handle product questions, billing, and account issues across multiple systems, leveraging AI tools to speed resolutions.

The role requires at least two years in customer service or tech support, strong communication, and the ability to learn quickly in a fast-paced environment. Office-based work four days per week with a competitive pay and benefits package.

Qualifications

• Minimum two years of customer service or technical support experience required.
• 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, Google Workspace, web browser troubleshooting, and instant messaging tools.
• Familiar with generative AI tools (e.g., Gemini, Glean, Claude, ChatGPT) and AI agent‑assist platforms.
• Able to type, talk, and troubleshoot across multiple platforms at once, with a minimum typing speed of 35 to 40 words per minute.
• 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.

Responsibilities

• Deliver world-class customer service with professionalism, empathy, and accuracy in every interaction.
• De-escalate frustrated customer situations and build trust with real estate professionals.
• Research and cross-reference Salesforce case history, RDC Pro Dashboard, MLS data, and tools to diagnose issues.
• Use AI copilots, agent‑assist tools, and automation to speed up resolution and improve accuracy.
• Retain and apply current knowledge across multiple products, systems, policies, and workflows.
• Identify recurring issues and help improve self-service and knowledge resources.
• Share insights to help teammates and contribute to a unified support team.
• Document interactions accurately in Salesforce and meet CSAT goals.
• Maintain attendance and punctuality for reliable coverage.

Skills

Customer empathy

Technical aptitude

AI fluency

Critical thinking

Process improvement

Ownership

Education

High school diploma

Tools

Salesforce

RDC Pro Dashboard

MLS Data

NRDS Search

Google Workspace

SSO Tool

Glean

Gemini

Claude

ChatGPT

Job description

Realtor.com is seeking a Customer Care Representative to deliver world-class service to real estate professionals. You will handle product questions, billing, and account issues across multiple systems, leveraging AI tools to speed resolutions.

The role requires at least two years in customer service or tech support, strong communication, and the ability to learn quickly in a fast-paced environment. Office-based work four days per week with a competitive pay and benefits package.