eXpert Care Desk, Concierge - (REMOTE)
eXp Realty · United States
- Hybrid
- Full-time
- $45,000 / year
- United States
Job highlights
- Provide white-glove service remotely.
- Assist agents via ticketing system.
- Support onboarding and aftercare.
- Work in a virtual office environment.
- Company offers robust benefits.
About the role
About eXp Realty
eXp Realty is a pioneer in the work-from-anywhere model, boasting over 2,000 team members who operate within our virtual office, eXp World. This role offers the flexibility of working from anywhere in the US.
Our DNA is rooted in 'doing the audacious.' We champion creative minds, value bold solutions, and foster an environment where opinions matter, possibilities are endless, and outcomes can be revolutionary. As a global, full-service real estate brokerage, we leverage a 3D, immersive cloud office environment providing 24/7 access to collaborative tools and training, fundamentally disrupting the traditional real estate industry. We're achieving significant milestones, and we invite you to join our journey!
What You Will Do
In this role, you will provide exceptional 'white glove' service to our agents within our virtual environment. You'll assist agents with their inquiries through our in-world ticketing system and guide them to the appropriate resources for help across various company departments.
- Serve as frontline support for the ticket system.
- Be cross-trained in all aspects of onboarding and post-onboarding processes.
- Deliver outstanding white-glove service to agents.
- Respond to inquiries submitted via Intercom.
- Follow up with Net Promoter Score (NPS) detractors.
- Undertake other accountabilities as assigned.
How You Will Grab Our Attention
- High school diploma or equivalent years of applicable experience.
- 0-2 years of experience in a support or customer service role.
- An Associate's degree is preferred.
We strongly encourage you to apply even if you don't meet every single requirement if you believe you'd be a great match for this position.
What eXp Provides
- Fully remote work environment.
- Paid Time Off (PTO).
- 401k with immediate 4% match vesting.
- Comprehensive Medical, Dental, and Vision benefits.
- Company-provided equipment.
- Monthly Technology Stipend.
- Flexible Spending Account (FSA) & Health Savings Account (HSA) with employer contributions.
- Stock option grant.
- Health & Wellness incentives.
- 100% Paid Parental Leave.
Equal Opportunity Employer Statement
We are deeply committed to fostering diversity and creating supportive, inclusive environments where our colleagues can thrive. eXp is proud to be an Equal Opportunity Employer. We do not discriminate based on race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or any other protected characteristic under federal, state, or local law.
Key skills/competency
- Customer Service
- Ticketing System
- Onboarding
- Intercom
- NPS
- Virtual Environment
- Real Estate
- Remote Work
- Communication
- Problem Solving
Skills & topics
- Customer Service
- Remote
- Support
- Concierge
- Ticketing System
- Onboarding
- Real Estate
- Virtual Office
- Intercom
- NPS
How to get hired
- Tailor your resume: Highlight customer service and ticketing system experience relevant to eXp Realty's remote operations.
- Showcase remote work skills: Emphasize your ability to work independently and communicate effectively in a virtual setting.
- Address virtual environment experience: Mention any familiarity with virtual collaboration tools or immersive environments.
- Prepare for virtual interviews: Ensure a stable internet connection and a professional background for remote interviews.
- Express enthusiasm for eXp's culture: Demonstrate understanding of their 'audacious' and innovative approach to real estate.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key responsibilities for the eXpert Care Desk Concierge at eXp Realty?
- The eXpert Care Desk Concierge at eXp Realty is responsible for providing 'white glove' service to agents in the virtual environment, assisting them with questions via a ticketing system, directing them to appropriate resources, and supporting onboarding processes. They will also handle inquiries through Intercom and follow up with NPS detractors.
- Is this a remote position with eXp Realty?
- Yes, this is a fully remote position. eXp Realty is a work-from-anywhere company, and this role is open to candidates located anywhere in the US.
- What kind of support does eXp Realty offer its employees?
- eXp Realty provides a comprehensive benefits package including a fully remote environment, Paid Time Off, 401k with immediate vesting, robust Medical, Dental, & Vision benefits, a monthly Technology Stipend, company-provided equipment, FSA & HSA with employer contributions, stock options, wellness incentives, and 100% Paid Parental Leave.
- What qualifications are needed for the eXpert Care Desk Concierge role?
- A high school diploma or equivalent years of applicable experience is required. While an Associate's degree is preferred, the role requires 0-2 years of experience. eXp encourages applications even if not all requirements are met.
- How does eXp Realty foster diversity and inclusion?
- eXp Realty is committed to diversity and inclusion, creating supportive environments where colleagues can succeed. They are an Equal Opportunity Employer and do not discriminate based on various protected characteristics.
- What does 'white glove service' mean in the context of this role?
- In the context of the eXpert Care Desk Concierge role at eXp Realty, 'white glove service' implies providing a high level of personalized, attentive, and exceptional support to agents within their virtual environment.
- How does eXp Realty utilize technology in its operations?
- eXp Realty is a cloud-based brokerage that uses a 3D, immersive virtual office called eXp World. They provide 24/7 access to collaborative tools and training, and agents interact with support through an in-world ticketing system and Intercom.