Office/Clerical - Customer Service Agent

• 6-month W2 contract
• Fully remote. Candidate must reside in the USA for consideration
• Schedule is Monday - Friday, 9:00 - 6:00 EST.
• Must be Available to be scheduled on a rotating weekend schedule (typically no more than 2 weekend days a quarter)

• Manage a high volume of customer inquiries via email and live chat, with inquiries relating to site usability, information accuracy, billing, and accounts.
• Recognize problems, find resolutions, and provide feedback for site improvements to product teams.
• Continuously build, test, assess, and improve systems, processes, and policies to help contribute to overall site satisfaction.
• Actively participate in user education and training presentations, agent relationships, and general site improvement discussions for related brands.
• Educate, prepare, and set clear expectations for all users based on site policies to ensure a positive user experience.
• Facilitate program oversight processes that minimize bad listing behavior by leveraging data to identify and improve key problem areas.
• Maintain relationships with landlord partners to ensure they are set up for success, and happy with our products and services.
• Oversee the listing approval process to thoroughly vet and maintain high listing quality with minimal disruption to partners.
• Facilitate the seamless onboarding and comprehensive education of new brokerage and landlord partners to aid their success in advertising.
  
  Identify potential revenue opportunities for the business under the Support Services purview.
• Ensure that the site operates in full compliance with all applicable laws and regulations (involves collaboration with Legal, Strategy, PE&O, and other cross-functional teams/stakeholders).
  
  

• Previous experience in customer service or client support roles.
• Comfortable simultaneously managing high volumes of customer contact through email and live chat and prioritizing tasks effectively.
• A teammate who can communicate effectively with internal and external stakeholders and can adapt quickly to change.
• Excellent customer service and creative problem-solving skills; you're organized, timely, empathetic, inventive, savvy, and love finding new ways to tackle issues.
• Passionate about educating others to ensure compliance and a positive user experience.
• Proficiency in the Google Drive suite of tools.
• Proficiency with CRM tools. Zendesk is preferred.
• Have a desire to understand the New York City real estate market.
  
  

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