Customer Support Executive

Real is a fast-growing national real estate brokerage powered by technology. Real is currently operating in all U.S. states, Canada, and the District of Columbia. Founded in 2014, Real is a trailblazer in the Residential Real Estate industry, as we lead the disruption with our cutting-edge technology platform. We are on a mission to revolutionize the home-buying and selling process, making agents' lives better while creating lucrative financial opportunities for them.

For more information, visit https://www.onereal.com/

Work Schedule: 

Shift 1: 10:30 PM - 7:30 AM IST (Mon-Fri)

Shift 2: 7:30 PM - 4:30 AM IST (Mon - Fri)
Shift 3: 6:30 PM - 3:30 AM IST (Mon- Fri)

Location: Remote - India.  

Job Summary:

We are seeking a Customer Support Executive to join our Brokerage Operations team at Real Broker LLC. You will be responsible for the email process in the US real estate market that plays a crucial role in ensuring a positive customer experience. Responsibilities will also include promptly responding to customer inquiries via email, addressing queries related to real estate transactions, property listings, and general market information. The role involves providing accurate information, resolving customer concerns, and maintaining a high level of customer satisfaction. Strong communication skills, knowledge of the US real estate market, and proficiency in email communication platforms are essential for success in this position. The Customer Support Executive collaborates with internal teams to facilitate seamless communication and contributes to building lasting relationships with clients in the dynamic real estate sector.

Duties/Responsibilities:

• The ideal candidate for this role should have excellent written and oral communication skills, be customer-oriented, possess strong problem-solving skills, and have a good understanding of customer service principles and practices.

• Identify and assess agents' needs to achieve satisfaction, by providing accurate, valid, and complete information.

• Handle inbound customer queries in a timely and considerate manner via email.

• Time management capabilities to prioritize tasks in order to meet daily work goals.

• Strong organizational skills with the ability to manage multiple tasks across different departments to best assist the support team.

• Follow company communication procedures, guidelines, and policies.

• Accountable for KPIs for CSAT, number of tickets resolved daily, percentage of tickets solved, One-Touch Response Rate, etc. to measure performance.

• Manage large amounts of support tickets.

• Other duties may be assigned.

Required Skills/Abilities: 

• Ability to adapt quickly to learn quickly new technologies.

• Excellent problem-solving skills

• The ability to work with sensitive and confidential information

• Excellent verbal and written communication skills

• Strong teamwork and motivational skills

• Organizational and multitasking skills

• Creative thinking and the ability to make quick decisions

• Excellent customer service skills

• Ability to stick to strict deadlines

• A keen eye for detail

• Positive outlook and can-do attitude

Education and Experience:

• A bachelor's degree in any discipline.

• Experience as a customer support representative is a plus.

• Experience with standard software, such as G-SUITE, MS Office, ZenDesk, Slack, and Zoom

Must-Have:  Ability to truly encompass our Company Core Values

• Work Hard. Be Kind

• “We” are bigger than “me”

• Tech x Humanity

Physical Requirements: 

• Sit for long periods of time

REAL is proud to be an equal opportunity workplace employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.