Overview
The customer success team is made up of Experience Advocates who deliver premier support and a world-class experience to thousands of customers every day. This is a critical frontline role that touches every operation at Opendoor and supports customers during a meaningful financial decision. As an Experience Advocate, you will navigate phones and written communications across multiple platforms and collaborate with internal stakeholders to improve the customer experience. You will help build industry-defining solutions while developing real estate mastery.
Role Responsibilities
Be the face and voice of Opendoor handling the sophisticated needs of our customers with integrity, empathy, and efficiency.
Guide customers to understand all aspects of the Opendoor home-buying and home-selling process by responding quickly to questions and unresolved issues.
Respond to incoming calls from customers, agents, neighbors, vendors, and partners wanting to learn about Opendoor, including assistance with home information, transactions, buying and selling programs, feedback, and partnerships.
Own tough customer interactions that require de-escalation, gathering detailed information, and developing pathways for communication.
Act as a liaison between customers and internal partners to resolve customer issues.
Navigate internal and external knowledge resources to assist in discernment, find solutions, and deliver accurate information.
Continuously develop real estate and Opendoor knowledge through training and discussions.
Cultivate a positive environment through engagement and peer interactions while maintaining a growth mindset.
Work closely with internal teams (sales, agents, pricing, home operations) and external partners (title/escrow, lenders) to deliver a perfect customer experience.
Understand customer needs and share insights with product teams to improve the customer experience and develop new programs that differentiate Opendoor.
Meet team performance goals consistently (adherence, productivity, CSAT).
Remain flexible to work schedules that may include weeknights or weekends.
Skills Needed
Mission-driven: belief in our mission to empower people with the freedom to move and a commitment to outstanding customer experience.
Hungry: willingness to go beyond normal hours, including weekends, to serve customers.
True empaths: ability to connect with and help people from diverse backgrounds.
All about the team: focus on empowering others and supporting teammates as needed.
Skilled communicators and active listeners: able to explain complex concepts clearly and repeatedly until understood.
Solution-oriented: bias toward action, ability to scope problems, gather evidence, and propose solutions.
Coachable: open to feedback and opportunities to improve.
Adaptive and flexible: comfortable with ambiguity and changing processes and tools.
Bonus Points
Bilingual in English and Spanish
Experience in a fast-paced, high-volume call environment
Experience or knowledge in real estate
Efficient at navigating multiple systems simultaneously
Requirements
Must be in office for all scheduled working days that fall on Monday, Tuesday, Thursday, and Friday.
Wednesdays are optional but not required.
Available to work evenings, weekends, and holidays.
Compensation Our compensation reflects the cost of labor across several U.S. geographic markets and is defined within ranges. Base pay is one part of the total compensation package. The U.S. pay range for this position is $15.39 to $21.15 hourly. Pay within this range varies by location and may depend on qualifications, knowledge, skills, and experience. The recruiter can share more about the specific hourly range for the job location during the hiring process. We offer a comprehensive benefits package including paid time off, 12 paid holidays per year, medical/dental/vision insurance, basic life insurance, and a 401(k) for eligible employees.
#Customerservice #customerexperience #customersuccess #callcenter #realestate
At Opendoor our mission is to tilt the world in favor of homeowners and those who aim to become one. Homeownership matters. It’s how people build wealth, stability, and community. We’re building the modern system of homeownership that gives people the freedom to buy and sell on their own terms. We’ve built an end-to-end online experience that has already helped thousands of people and we’re just getting started.
#J-18808-Ljbffr
The customer success team is made up of Experience Advocates who deliver premier support and a world-class experience to thousands of customers every day. This is a critical frontline role that touches every operation at Opendoor and supports customers during a meaningful financial decision. As an Experience Advocate, you will navigate phones and written communications across multiple platforms and collaborate with internal stakeholders to improve the customer experience. You will help build industry-defining solutions while developing real estate mastery.
Role Responsibilities
Be the face and voice of Opendoor handling the sophisticated needs of our customers with integrity, empathy, and efficiency.
Guide customers to understand all aspects of the Opendoor home-buying and home-selling process by responding quickly to questions and unresolved issues.
Respond to incoming calls from customers, agents, neighbors, vendors, and partners wanting to learn about Opendoor, including assistance with home information, transactions, buying and selling programs, feedback, and partnerships.
Own tough customer interactions that require de-escalation, gathering detailed information, and developing pathways for communication.
Act as a liaison between customers and internal partners to resolve customer issues.
Navigate internal and external knowledge resources to assist in discernment, find solutions, and deliver accurate information.
Continuously develop real estate and Opendoor knowledge through training and discussions.
Cultivate a positive environment through engagement and peer interactions while maintaining a growth mindset.
Work closely with internal teams (sales, agents, pricing, home operations) and external partners (title/escrow, lenders) to deliver a perfect customer experience.
Understand customer needs and share insights with product teams to improve the customer experience and develop new programs that differentiate Opendoor.
Meet team performance goals consistently (adherence, productivity, CSAT).
Remain flexible to work schedules that may include weeknights or weekends.
Skills Needed
Mission-driven: belief in our mission to empower people with the freedom to move and a commitment to outstanding customer experience.
Hungry: willingness to go beyond normal hours, including weekends, to serve customers.
True empaths: ability to connect with and help people from diverse backgrounds.
All about the team: focus on empowering others and supporting teammates as needed.
Skilled communicators and active listeners: able to explain complex concepts clearly and repeatedly until understood.
Solution-oriented: bias toward action, ability to scope problems, gather evidence, and propose solutions.
Coachable: open to feedback and opportunities to improve.
Adaptive and flexible: comfortable with ambiguity and changing processes and tools.
Bonus Points
Bilingual in English and Spanish
Experience in a fast-paced, high-volume call environment
Experience or knowledge in real estate
Efficient at navigating multiple systems simultaneously
Requirements
Must be in office for all scheduled working days that fall on Monday, Tuesday, Thursday, and Friday.
Wednesdays are optional but not required.
Available to work evenings, weekends, and holidays.
Compensation Our compensation reflects the cost of labor across several U.S. geographic markets and is defined within ranges. Base pay is one part of the total compensation package. The U.S. pay range for this position is $15.39 to $21.15 hourly. Pay within this range varies by location and may depend on qualifications, knowledge, skills, and experience. The recruiter can share more about the specific hourly range for the job location during the hiring process. We offer a comprehensive benefits package including paid time off, 12 paid holidays per year, medical/dental/vision insurance, basic life insurance, and a 401(k) for eligible employees.
#Customerservice #customerexperience #customersuccess #callcenter #realestate
At Opendoor our mission is to tilt the world in favor of homeowners and those who aim to become one. Homeownership matters. It’s how people build wealth, stability, and community. We’re building the modern system of homeownership that gives people the freedom to buy and sell on their own terms. We’ve built an end-to-end online experience that has already helped thousands of people and we’re just getting started.
#J-18808-Ljbffr