Agent Inbox is transforming the way real estate agents, MLSs, customers, and vendors transact business and communicate with one another. We have automated the messaging, scheduling, routing, and other parts of the real estate transaction. We are a product-driven company that is obsessed with the user experience and delighting our customers. We are having tremendous success in our markets, have a huge sales pipeline, and are poised to rapidly become the standard way agents do business.
The customer representative is primarily responsible for onboarding, educating, and supporting our customers. We start work the moment a customer decides they want to use Agent Inbox, sticking with them every step of the way to ensure they get the most value from our product. Support Representatives are responsible for an initial call to all new customers to help them get started and grow in using Agent Inbox, answer product questions, track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our product design and development teams.
Primary Duties:
- Call recipients of messages and requests as quickly as possible after first experience with product, to ensure successful response. Quantified outgoing calls (30-50 per rep per day).
- Communicate efficiently and effectively with our customers over the phone and over Agent Inbox’s messaging system.
- Own customer communications and issues from initial contact until resolution. We pride ourselves on getting out in front of customer issues and proactively making sure our customers are getting the most they can from Agent Inbox.
- Update in-house call software with appropriate status based on Agent actions and feedback, and any other applicable notes.
- Become an encyclopedia of knowledge about how Agent Inbox works and what it is capable of. Our product team moves extremely fast so this is an ongoing challenge.
- Influence the direction of Agent Inbox, the product. You will be talking with lots of our customers on a daily basis. The team is responsible for ensuring that all customers have a great experience with the product. A crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible. You will be working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions. Hustle, defined as the fight to make positive, regular progress and encourage that fight in others, is key to the success of this team and Agent Inbox as a whole.
We like big thinkers with small egos who believe in our goal to build a uniquely impactful, long-lasting tech company. Our vision is to fundamentally change forever how the real estate industry communicates.
Requirements:
- A genuine enjoyment of technology: You’re technically curious, you enjoy learning about new products & how things work
- Being extremely self-motivated, driven, and highly communicative using asynchronous methods (You’re used to living in chat apps like Slack or Hipchat)
- An understanding of internet culture
- Excellent communication skills. Must have strong phone skills – Being able to communicate effectively, good listening skills, deal with difficult calls, problem solve
- You need to be a very competent writer with the ability to explain complex topics in easy to understand and concise language [English] – Bilingual speaking a plus
- Previous experience in a troubleshooting environment and be a great problem solver (You’re also really good at Googling!)
- The ability to rapidly switch gears while retaining focus on the bigger picture
- Passion for talking to customers all day, every day
- Unlike other companies, everyone in Agent Inbox talks directly with customers. Candidates must be ambitious (every day counts!), eager to learn and improve themselves, kind, without ego, and with a sense of humor.
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