Expert Care Desk Concierge - CST

About eXp Realty

eXp Realty® is one of the first work-from-anywhere companies with over 2,000 team members utilizing a virtual office called eXp World. This role is remote across the U.S. and requires working from 11:00 AM to 8:00 PM Central Standard Time.

Role Overview

The Expert Care Desk Concierge - CST supports agents by handling frontline queries, managing documentation support, ensuring compliance, and providing essential training. You will be the first point of contact for agent inquiries via email, phone, and in-frame support, delivering high-touch white-glove service in a virtual environment.

• Respond to agent inquiries and guide them to appropriate resources.
• Review FICA documentation to ensure regulatory compliance.
• Conduct training sessions on internal systems and assist with onboarding.
• Manage support tickets and document common inquiries for efficiency.
• Collaborate with transactions, agent services, and operations teams to streamline processes.

Responsibilities

Key responsibilities include:

• Serving as the initial contact for agent support.
• Providing guidance on documentation and system access.
• Tracking and categorizing recurrent inquiries for quicker resolutions.
• Proposing process improvements based on common agent issues.
• Maintaining an updated knowledge base of FAQs and support materials.

Qualifications

High school diploma or equivalent required with 1-2 years of experience in customer support or operations in a high-touch service environment. Familiarity with compliance processes, experience in training or onboarding, and proficiency in managing tickets and call-based support systems are key.

What eXp Realty Offers

• Remote work from anywhere in the U.S.
• Paid Time Off, robust Medical, Dental, & Vision benefits.
• 401k with 4% match and immediate vesting.
• Monthly Technology Stipend and company provided equipment.
• FSA & HSA with employer contributions and 100% Paid Parental Leave.

Key skills/competency

agent support, compliance, documentation, training, onboarding, virtual support, ticket management, process improvement, customer service, regulatory