Customer Service Agent job in New York City, NY
Vacancy has expired
New York City, NY CorTech LLC
| Job Ref: | 366389 |
| Employer: |
CorTech LLC |
| Job Type: | Contract |
| Salary and Benefits: | 25.50/Per Hour |
| Remote: | No |
Location |
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| City: | New York City, NY |
| Post Code: | 10001 |
| Map: |
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Description |
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JobsRUs.com is seeking to hire a Customer Service Agent for our client! Benefits Available! Remote Position! Pay Rate - $25.50/hr 1st Shift: Monday-Friday, 9am-6pm EST Job Description Seeking a Support Services Specialist to join our Support Services team. We are a well-versed bunch that collaborates with all areas of the business. Our focus is to build, strengthen, and expand relationships with real estate professionals using our product to grow their business, assist consumers using our platform to find their next home, and support internal teams in maintaining program oversight processes. About the role In this role, you will play a part in addressing challenges and providing valuable education to NYC real estate professionals, customers, and internal teams by supporting our products and services. This multifaceted position is divided into two key areas: Account Management and Program Management. Account Management: Your focus will be on addressing the needs of users, ensuring they receive exceptional support. You will be responsible for essential account activities such as account and listing maintenance, onboarding, educational initiatives, and the identification of site feedback and bugs. Program Management: Dive into the realm of program oversight processes where you will be responsible for maintaining quality of service for various operations that drive key business functions. You?ll help oversee Listing Approvals (FRBO/FSBO and Listing Verification), managing and enforcing the Agent and Brokerage Accountability programs, and implementing Listing and Account Quality Control measures. If you are driven by a passion for problem-solving, education, and collaborative team efforts, this role offers a unique opportunity to make a significant impact within the real estate industry. You will get to 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). Who you are 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 and upholding policies to ensure compliance and a positive user experience. Ambiguous and ready to proactively identify opportunities that will contribute to business goals. Proficiency in the Google Drive suite of tools. Available to be scheduled on a rotating weekend schedule (typically no more than 2 weekend days a quarter). Have a desire to understand the New York City real estate market. Key Responsibilities: Managing reported listing quality issues on the site Handling Tickets (86k tickets last year amongst 10 team members so must be able to assist with high volume) Must haves: 3 years Virtual/Remote Customer Service Experience or a Technical Support role CRM Experience (Zendesk is preferred since there will be minimal training) Ability to multi-task (~50 tickets per day) Understanding Key Performance Indicators (KPIs) Effective Communication Skills to be able to collaborate with cross-function teams Effective Writing Skills to communicate internally and externally Must Have Hard & Soft Skills: Investigative Empathetic Communicative Collaborative Eager to learn On-time Organized Team-focused/team player Additional Pluses: Familiarity with: Zendesk Google Suite MaestroQA (QA Tool) Looker Exposure to Generative AI tools (optional but favorable) Ability to work under pressure Flexibility and adaptability Knowledge of the New York City Housing market Live Chat or Messaging experience Nature of Tickets: Our collective goal for the Data Integrity program is to maintain the highest standards of accuracy, availability, and reliability in our data and listings. Doing so enables the business to provide trustworthy and high-quality services to our customers. | |
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