The RequirementsThis opportunity is well-suited to a positive, professional person who is comfortable with technology and genuinely enjoys talking to customers on the phone and finding solutions for their issues. To be a good fit for the Customer Care Representative - Technical opportunity, you should have:
- A high school diploma or equivalent
- At least one year of customer service experience; this could be in call center, hospitality or retail environments
- A professional phone manner, including patience, empathy and a knack for understanding customer needs
- The ability to learn how to diagnose and troubleshoot software and hardware issues
- Strong familiarity with smartphones and other handheld devices -- the ideal candidate will be the one friends turn to when they need help with their phone
- Excellent spoken English and verbal comprehension skills
- Enthusiasm for working in a heavy phone-based environment
The RoleYou will join a team of 40 (and growing) Customer Care Representatives focused on supporting customers who use Top Producer®, a robust CRM tool, and a handful of ancillary apps. You'll provide telephone technical support to customers, including diagnosing and troubleshooting software (primarily) and hardware issues.
Top Producer® has broad capabilities and can be overwhelming for new users. In addition, the real estate agents who use it have different levels of comfort with technology. The majority of calls will involve resolving technical issues or coaching customers in using various features. A user may ask how to set up an action plan for a specific contact, how to use another function or report a feature that isn't working correctly. In addition, calls may cover typical customer service issues such as billing questions, account adjustments, etc.
In most cases you will help the customer log in and walk them through troubleshooting and/or coaching. Calls can last 30 to 40 minutes, and we take pride in delivering a first-call resolution rate that is world-class. Just the same, you'll rarely cover all the features and functions in a single call. More often you will get the customer up to speed with a specific function or issue, and then invite them to call back when they are ready for more.
More specifically, we'll expect you to:
- Maintain customers' accounts and manage access to their respective products through our in-house system
- Respond to billing inquiries and resolve customer complaints
- Answer phones in a prompt, polite and friendly manner
- Promote and sell various solutions and services
- Perform administration duties as needed
Video: Follow Up Coach, one of many features included with Top Producer, makes it easy for real estate agents to stay in touch with potential buyers.
What's in It for YouMotivating Environment
In addition to offering the wage and monthly bonus already mentioned, we hold contests and other fun activities to encourage everyone. Winners receive gift cards of varying value. You'll have a dashboard to track your daily and monthly performance stats.
We offer generous and comprehensive benefits including a variety of insurance packages, a 401(k) plan, paid time off and more. Best of all, benefits begin on the first day of the month after you are hired.
Turn a Job into a Career
You can build a long-term career at realtor.com®. You'll have the opportunity to learn and build your skills through professional development opportunities ranging from initial training and onboarding to continuous training. Once you have proven yourself a strong performer in this role, you might set your sights on a variety of career paths within our organization.
People Like Working Here
Our team thrives in a high-energy atmosphere where quality is king. Here in Scottsdale we have comfortable office space, a lunch room with vending machines and a break room with foosball and pool tables, and a gym. We work hard but also like to have fun, and host monthly events such as an Easter egg hunt, free snacks from time to time, a 4th of July BBQ, and more.
We think you will enjoy supporting our products. They are innovative and interesting and truly help our customers build successful businesses for themselves. You can feel good knowing you're making a career of helping others be successful in their careers.
Pictured: Busy real estate agents use Top Producer on the go to spend less time and money . . . while landing more listings.
Keys to SuccessWe're seeking professional, personable, courteous, empathetic and enthusiastic individuals who share our commitment to quality. We expect that you'll take time to provide the high level of service necessary to support callers, solve problems and leave every customer satisfied with their experience. You'll need to be patient and empathetic -- even over the phone, customers should be able to "hear" your smile.
Our products and services are essential to customers' businesses, so when things go wrong it can be upsetting. When working with a customer who is upset or under stress, you will need to remain calm and focused as you help them. We'll teach you de-escalation tools, and it will be up to you to use them and deliver top-notch service as you navigate challenging calls. In addition, our top Customer Care Representatives are:
- Quality driven
- Able to effectively speak with a range of customers and personalities
- Team oriented
- At work every scheduled shift
- Able to thoroughly learn products, processes and procedures
About UsMove, Inc. and realtor.com®
Move, Inc., operates the realtor.com® website and mobile experiences, which provide buyers, sellers and renters of homes with the information, tools and professional expertise they need to discover and create their perfect home. News Corp [Nasdaq: NASDAQ: NWS, NWSA; ASX: NWS, NWSLV] acquired Move in November 2014, and realtor.com® quickly established itself as the fastest growing online real estate service provider in the first half of 2015 as measured by comScore.
As the official website of the National Association of REALTORS, consumers know they can look to realtor.com® for the most comprehensive and accurate information anytime, anywhere. With relationships with over 800 multiple listing services (MLS), realtor.com® has more than 4 million for-sale listings, which account for more than 97 percent of all MLS-listed for sale properties. More than 90 percent of the listings are updated every 15 minutes.
Move's network of websites provides consumers with a wealth of innovative tools, including Doorsteps®, Moving.com™, SeniorHousingNet.comSM and others. Move supports real estate professionals by providing many services and solutions to grow their businesses in an increasing digital, on-demand world, including ListHub™, the nation's leading listing syndicator and centralized intelligence platform for the real estate industry; TigerLead®; Top Producer® Systems; FiveStreetSM and Reesio, as well as many complimentary services. Move is based in the heart of Silicon Valley, in Santa Clara, California.