Job Summary
eXp Realty is one of the fastest growing real estate brands in North America, with thousands of agents operating across the United States, Canada and around the world.
eXp Realty attracts the most talented people from all fields. Whether you're a real estate professional, engineer, marketer, accountant or another field, you'll be challenged and inspired every day. Join us on this incredible journey!
GENERAL SUMMARY:
Represents eXp Realty as a front-line organization to assist agents and brokers with the technology tools that are provided. World-class customer service / experience is required for every interaction with strong problem solving skills, empathy and urgency to every engagement.
MAJOR FUNCTIONS:
Providing a world-class customer experience to Real Estate Agents, Brokers and Staff, exhibiting eXp Cultural values and the Agent Experience Design Principles Work with Real Estate Agents, Brokers and eXp staff to identify computer / software problems and advising on a solution
Gather customer information and determine the issue by evaluating and analyzing the symptoms
Diagnose and resolve technical hardware and software issues agents) by recording account information and processing customer information
Identify trends and report to manager of underlying problems and possible solutions
Update self-help documents so agents/brokers/staff can use self-service to fix problems themselves
Identify and escalate priority issues to manager to work with product development or engineering
Accurately process and record all agent engagements using a computer and designated tracking software
Research required information using available resources
Follow standard processes and procedures per agent specifications
Redirect problems to appropriate resource
Offer alternative solutions where appropriate with the objective of retaining agents/brokers' business
Organize ideas and communicate oral messages appropriate to listeners and situations
Follow up and make scheduled callbacks to customers where necessary
Stay current with eXp Realty technology information, changes and updates
JOB SPECIFICATIONS:
Education:
BA/AA degree in computer science or related field strongly preferred
High School Diploma/GED required
Experience:
2+ years in a high-volume, technical support role with focus on delivering a world-class customer service / experience
Real Estate background a plus
Proper etiquette via engagement with agents/brokers in cloud based environment and phone
Ability to speak and write clearly and accurately
Demonstrated proficiency in typing and grammar
Knowledge of relevant software computer applications and equipment
Knowledge of customer experience principles and practices
Effective listening and problem solving skills
Ability to work remotely with no direct in-person supervision
eXp Realty is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability or any other characteristic protected by law.
