About the role

Agent Elite has over 10 years of experience partnering with Real Estate professionals helping them grow and manage their businesses through online advertising and industry-leading software.

Our Account Success team is responsible for establishing, maintaining, and enhancing customer experience through effective support and upselling new services as needed. The ideal candidate will be a results-oriented individual who thrives in a fast-paced environment, enjoys working with clients, and is extremely detail-oriented. Responsibilities include developing strong relationships with customers to ensure a successful implementation of the platform.

A Customer Service Representative, or CSR, will act as a liaison, provide product/service information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer success representatives work to fix issues before they happen.

General Responsibilities:

• Maximize customer satisfaction through consistent communication on all products and services offered, ensuring adoption and ongoing engagement throughout the customer's lifecycle.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Be extremely comfortable with heavy phone work.
• Ability to prioritize tasks and thrive in a fast-paced environment.
• Handle customer complaints, provide appropriate solutions and alternatives; follow up to ensure resolution.
• Resolves product or service challenges by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Meet personal/customer service team NPS and Customer Satisfaction targets.
• Keep records of customer interactions via the Company CRM and document each customer interaction.
• Follow communication procedures, guidelines, and all company policies.
• Meet all performance metrics.
• Assist other divisions, such as Support, Customer Success Managers, and Billing.

Specific Responsibilities:

• Answer inbound queue calls.
• Develop strong consultative relationships with each client, including understanding their business objectives and identifying how our company can meet their needs.
• Delivers customer training sessions via marketing appointments, providing answers to customer questions and resolving user issues.
• Meet and exceed performance targets, including maintaining high net retention and customer engagement.
• Keeps concise notes in client accounts via Company CRM of customer interactions, transactions, comments, and complaints.
• Making outbound calls to the client base for questions, follow-ups, appointments, at-risk clients, etc.
• Complete marketing appointments with clients as needed to adhere to the Client Journey.
• Identify and assess customers’ needs to achieve satisfaction.
• Generate sales leads, in the form of client referrals.
• Other duties as assigned.

Metrics:

• Daily Talk Time: 3.5 Hours Daily
• NPS and Customer Satisfaction Survey: Achieve a 70% Completion; with an average score of 8.
• Quality Assurance Score: 80% QA Scorecards.

Requirements and Skills

• Experience providing outstanding customer service by showcasing expertise, fostering trust, and growing customer satisfaction
• A strong, clear, and effective communicator who understands the importance of listening and being empathetic, patient, and passionate.
• Outgoing, confident & upbeat personality.
• A common-sense approach to problem-solving fueled by the intellectual curiosity to spot future problems & identify new solutions.
• Comfortable handling a large volume of emails and phone calls.
• A healthy obsession with customer satisfaction and the customer experience, and a willingness to be its internal advocate.
• Impeccable attendance and punctuality.
• Ability to work and grow in a fast-paced, high-volume call center environment.
• Ability and willingness to learn and grasp new skills and ability to adjust to changes quickly.
• Open to feedback to support your performance and development.
• Solid computer and multi-tasking skills
• Minimum of high school diploma or equivalent; college degree or currently pursuing preferred.

• Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction in a proactive manner, while they are active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

Benefits & Perks

This is a non-exempt, hourly, full-time position.

Benefits and perks include:

• Medical (Company Pay 75% of base plan)
• Dental & Vision (Company Pays 100%)
• 9 Paid Annual Holidays
• 401k w/ company matching
• Paid Time Off (PTO)
• Paid Sick Leave

About Us

Agent Elite, an industry leader in Real Estate Website & Marketing software, has helped over 20,000 Real Estate Agents, Teams & Brokerages streamline their business with simple software solutions that help Realtors stay current and stay connected.

We are an equal-opportunity employer that celebrates diversity and is committed to creating an inclusive environment among our gender-balanced workforce. The more inclusive we are, the better our work will be.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.