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Customer Service Representative

About REX - Real Estate Exchange, Inc.

REX is a well-funded, game-changing real estate technology startup located in Woodland Hills, CA. With the goal of improving the lives of homebuyers and sellers, REX created a digital platform and real estate service that eliminates traditional agent commissions, sells homes faster and shifts control away from agents over to those who matter most: consumers. Having proven the effectiveness of the REX model in 2015 and grown rapidly in 2016, REX is expanding nationwide in 2017.

As part of our social mission, REX sets aside a portion of all income from selling homes to fund homes for families in dire need. It is our mission to contribute one home for every 40 homes we sell. We’ve started in Sihakouville, Cambodia, where we partnered with World Housing and the Cambodian Children’s Fund to help homeless families get back on their feet.

About the Position

REX is looking for a customer- and solutions-oriented, energetic, and well-spoken professional to join the Customer Experience Team. This individual will be the voice of REX with the goal of creating great customer experiences, starting from the moment a customer calls in, to getting a home listed on REX’s website, connecting buyers to their desired home, and working with internal stakeholders to get a home sold. Success will be measured based upon speed of response, pitches and showings scheduled, and customer satisfaction.

Responsibilities and Duties

With a deep understanding of the REX brand, the real estate transaction process, and the REX business model, the Customer Experience Rep will:

  • Answer all inbound phone calls and written inquiries (e.g. chat, email) from customers; collaborate with team members to ensure shifts are covered from Monday – Sunday, 6am – 9pm
  • Utilize a CRM to drive conversions from inbound inquiries – connect qualified buyers to a home listing; for potential home sellers, field questions and understand needs to set up a sales appointment to list their home with REX
  • Assist in getting a home listing live on REX’s website, which includes data entry, submitting work orders to vendors, preparing signage, and scheduling showings and open houses, etc.
  • Host showings and open houses as needed, including some weekends
  • Support the sales team on tasks related to new customer appointments, sales activity reports, transaction coordination, and agreement preparation
  • Comply with REX policy and all BRE/legal statutes

…all with the goal of converting and delighting REX buyers and sellers while exemplifying the REX brand through every interaction.

Qualifications and Skills

Our ideal candidate brings the following:

  • Experience in a fast-paced, high-volume, consumer-facing or customer service role
  • Strong communication skills with the ability to build solid relationships
  • Knowledge of managing prospects and customer follow-up through a CRM
  • Exhibit REX’s brand attributes: creative and innovative problem solver with the desire to be an industry changer to make buying and selling of real estate better for consumers
  • Proficient in productivity and web-based tools such as Microsoft Word, Excel, PowerPoint, Google hangouts, Google docs/sheets
  • A high degree of professionalism; able to remain calm and rational in times of confusion, rapid change or pressure
  • Team-oriented; willing to do what it takes to get the job done
  • Bachelor’s degree in an applicable field
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