Customer Service Agent

Summary

Join StreetEasy's Support Services team as a Support Services Specialist, where you'll play a crucial role in providing exceptional support to NYC real estate professionals, StreetEasy customers, and internal teams. This multifaceted role encompasses both Account Management and Program Management responsibilities. In Account Management, you'll address user needs, manage accounts and listings, conduct onboarding, and identify site feedback and bugs. Program Management involves overseeing Listing Approvals, managing Agent and Brokerage Accountability programs, and implementing Listing and Account Quality Control measures. This position offers a unique opportunity to make a significant impact within the real estate industry by solving problems, educating users, and collaborating with a team.

Requirements

• Previous experience in customer service or client support roles
• Comfortable simultaneously managing high volumes of customer contact through email and live chat and prioritizing tasks effectively
• A teammate who can communicate effectively with internal and external stakeholders and can adapt quickly to change
• Excellent customer service and creative problem-solving skills; you’re organized, timely, empathetic, inventive, savvy, and love finding new ways to tackle issues
• Passionate about educating others and upholding StreetEasy policies to ensure compliance and a positive user experience
• Ambiguous and ready to proactively identify opportunities that will contribute to business goals
• Proficiency in the Google Drive suite of tools
• Available to be scheduled on a rotating weekend schedule (typically no more than 2 weekend days a quarter)
• Have a desire to understand the New York City real estate market

Responsibilities

• Manage a high volume of customer inquiries via email and live chat, with inquiries relating to site usability, information accuracy, billing, and accounts for the StreetEasy & Out East brands
• Recognize problems, find resolutions, and provide feedback for site improvements to StreetEasy & Out East product teams
• Continuously build, test, assess, and improve systems, processes, and policies to help contribute to overall site satisfaction
• Actively participate in user education and training presentations, agent relationships, and general site improvement discussions for related brands
• Educate, prepare, and set clear expectations for all users based on site policies to ensure a positive user experience
• Facilitate program oversight processes that minimize bad listing behavior by leveraging data to identify and improve key problem areas
• Maintain relationships with landlord partners to ensure they are set up for success, and happy with our products and services
• Oversee the listing approval process to thoroughly vet and maintain high listing quality with minimal disruption to partners
• Facilitate the seamless onboarding and comprehensive education of new brokerage and landlord partners to aid their success in advertising on StreetEasy
• Identify potential revenue opportunities for the business under the Support Services purview
• Ensure that the site operates in full compliance with all applicable laws and regulations (involves collaboration with Legal, Strategy, PE&O, and other cross-functional teams/stakeholders)