Retention Account Specialist

News Corp; Scottsdale (AZ); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, Rx, dental, vision coverage

401(k) match

13+ paid holidays

Flexible time off

Volunteer time off

Tuition reimbursement

Job summary

Realtor.com, a News Corp brand, seeks a Retention Account Specialist in Scottsdale. You will handle inbound/outbound calls with real estate agents, rebuilding value and resolving retention issues to keep advertisers satisfied.

This entry‑level role offers growth through collaboration with sales and digital teams. You’ll join a team focused on customer success, navigate renewals, discounts, and extensions, and contribute to a high-volume support environment while developing consultative selling

Qualifications

• Bachelor's degree required with relevant experience.
• 2+ years related experience in customer or sales roles.
• 3-5 years professional experience preferred.

Responsibilities

• Inbound and outbound calls to agents daily.
• Rebuild value in Realtor.com solutions for cancel requests.
• Provide timely resolutions and consistent communication.
• Resolve retention issues on agent/broker accounts.
• Meet or exceed retention goals and outbound targets.
• Engage customers with respect and integrity.

Skills

Account management

Negotiation

Customer service

Multi-tasking

Communication

Education

Bachelor's Degree

Tools

Salesforce

Excel

Job description

Retention Account Specialist

Location: Scottsdale, AZ, United States

Category: Sales & Revenue

Job ID: 3401

Description

Recognized as the No. 1 site trusted by real estate professionals, Realtor.com® has been at the forefront of online real estate for over 25 years, connecting buyers, sellers, and renters with trusted insights and expert guidance to find their perfect home. Through its robust suite of tools, Realtor.com® not only makes a significant impact on the real estate industry at large, but for consumers, navigating the biggest purchase they will make in their life, by providing a user experience that is easy to use, easy to understand, and most of all, easy to make decisions.

Join us on our mission to empower more people to find their way home by breaking barriers to entry, making the right connections, and building confidence through expert guidance.

About the Role:

As a Retention Account Specialist, you will be responsible for engaging with customers of Realtor.com to reinforce the value proposition of our product suite. You'll spend your day fielding calls from agents and brokers and working with each client to ensure overall satisfaction. You will use your negotiating and problem-solving skills as you find solutions and process complex discounts, credits and/or extension requests when applicable. You will engage customers (Real Estate Agents and Brokers) who have purchased our advertising products, such as our lead generation subscriptions. You will learn to resell our brand strategy and gain skills to solve potential legal, social media and industry relation escalations. We’ll look to you to be able to think on your feet, drive our value proposition and propel overall customer success.

In addition, you will gauge and coordinate frequently with Digital Sales Consultant and Sales Management teams servicing these accounts. You can also expect to interact with other internal and external stakeholders. This position is an entry-level role and is an excellent starting point that could lead to bigger and better opportunities in the future.

We promote a collaborative, versatile environment, and you should be willing and able to help out with other projects as needed.

Daily, you will work on the phone talking to customers. Typically, you will handle approximately 50 calls per day, including 10 to 20 inbound calls. Typically you will engage with our small to midsize accounts.

Top Reasons to Apply:

• Make a direct customer impactby helping agents and brokers find solutions and remain successful with Realtor.com.
• Build valuable consultative skillsthrough retention conversations, problem-solving, negotiation, and value-based selling.
• Work with meaningful customer situations, including cancellations, product concerns, discounts, credits, and escalations.
• Develop expertise in real estate advertising productsand how they support agents’ businesses.
• Join a team focused on customer success, collaboration, and continuous improvement.
• Leverage your sales experiencein consultative selling, account management, renewals, objection handling, upselling, and customer retention to help agents and brokers achieve value from Realtor.com products.

What You'll Do:

• We are looking for an Account Specialist to handle account retention on assigned accounts for our realtor.com division.
• Take inbound and make outbound calls to agents daily
• Re-build value in Realtor.com solutions for agents requesting to cancel their services
• Offer consistent communication and timely resolution for our agents
• Resolve Retention issues on agent and broker accounts
• Meet or exceed minimum retention goals
• Meet or exceed a minimum outbound call requirement
• Engage customers with the highest level of respect and integrity

What You'll Bring:

• Bachelor’s Degree required and 2+ years related experience
• 3-5 years professional experience
• High tolerance for engaging with dissatisfied clients
• Familiarity with advertising products and services required
• Familiarity with Salesforce preferred
• Knowledge of Excel and Google Mail required
• Work cross functionally with sales, support, collections and accounting to retain relationships
• Trouble-shoot and resolve customer service issues
• Meet deadlines and work well under pressure
• Multi-task and set priorities
• Work the predesigned work schedule
• Leverage established negotiation tactics
• De-escalate customer frustration
• Build rapport quickly and often

How We Work:

We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work four or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.

How We Reward You:

Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:

• Inclusive and Competitive medical, Rx, dental, and vision coverage
• Family forming benefits
• 13 Paid Holidays
• Flexible Time Off
• 8 hours of paid Volunteer Time off
• Immediate eligibility into Company 401(k) plan with 3.5% company match
• Tuition Reimbursement program for degreed and non-degreed programs
• 1:1 personalized Financial Planning Sessions
• Student Debt Retirement Savings Match program
• Free snacks and refreshments in each office location

Do the best work of your life at Realtor.com

Here, you’ll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you’ll find your way home too. At Realtor.com®, you’ll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return, we’ll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.

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.