Hybrid Agent Support Associate Agent Support Associate

About Our Client

A revolutionary company in the residential real estate industry is transforming the way homebuyers and sellers engage with real estate professionals. Through a cutting-edge, cloud-based platform, this organization enhances efficiencies and supports agents in delivering a seamless, end-to-end experience for clients. Founded in 2014, the organization has expanded its brokerage operations across all U.S. states and the District of Columbia, and has also ventured internationally into Canadian provinces including Alberta, Ontario, and British Columbia.

**Work Schedule:**

**M/TU/Wed:** Consistent Shift: (2pm - 11pm EST, 1pm - 10pm CST, 12pm - 9pm MST, 11am - 8pm PST) and **Weekend Shift Sat/Sun:** (10am - 7pm EST, 9am - 6pm CST, 8am - 5pm MST, 7am - 4pm PST) with **TH/FRI** off

About The Role

The Agent Support Associate acts as a liaison and collaborator between agents and various specialty departments and teams.

Duties/Responsibilities

- Respond to inquiries submitted to the support team by real estate agents.

- Collaborate with other Agent Experience Associates to ensure timely resolution of all tickets and emails received from agents, assisting them in achieving positive business outcomes via the software and services offered.

- Escalate support tickets to relevant departments such as Onboarding, Marketing, MLS, and Developers as needed.

- Conduct remote training sessions and meetings with agents via Zoom/Google Meet as required.

- Proactively identify agent needs and work with the team and management to develop solutions that enhance the agent experience with the platform and app.

Required Skills/Abilities

- A genuine passion for serving agents who are striving to grow their businesses.

- The ability to build credibility with key agent decision-makers and influencers.

- Exceptional written and verbal communication and presentation skills; outstanding listening abilities.

- Strong problem-solving and analytical skills; able to devise solutions that provide meaningful business value.

- A meticulous attention to detail.

- The skill to identify and capitalize on new business opportunities.

- Expertise in multitasking; proficient in managing multiple accounts and assignments concurrently.

- An interest in innovative software and modern technologies within the broader real estate landscape.

Education and Experience

- A B.A. or B.S. degree is preferred.

- At least 1 year of experience in the real estate industry in roles such as agent assistant, transaction coordinator, or settlement specialist, with a solid understanding of the U.S. real estate process.

- 2-4 years of prior experience in agent customer service, client success, or client relationship management is required.

- Bilingual skills are a plus, with Spanish preferred.

- The ability to rapidly learn and understand complex real estate concepts is essential.

- Experience with customer service systems such as Zendesk is preferred.

- Familiarity with Google Suite is preferred.

- Technologically adept with the ability to quickly grasp new technologies and concepts is necessary.

Must-Have

-Commitment to embodying the organization's core values

- Work Hard. Be Kind.

- Team-oriented mindset: “We” are greater than “me.”

- Integration of technology and humanity.

Physical Requirements

- Ability to sit for extended periods.

Compensation

$65K – $75K • Offers Bonus • Offers Health and Life Insurance