Customer Service Representative

Inside Real Estate is a fast-growing, independently-owned real estate software firm that serves as a trusted technology partner to over 500,000 top brokerages, agents, and teams. Their branded portfolio, BoldTrail, includes BoldTrail (Front Office), BoldTrail BackOffice and BoldTrail Recruit, solutions that create a complete tech ecosystem for clients, and deliver seamless end-to-end operations to scale success at any level. With an accomplished leadership team and its talented staff, Inside Real Estate brings the resources, scale, and vision to deliver ongoing innovation and success to their growing customer base.

We are seeking a full-time Customer Service Representative for our Referral Network Team. This position is fully remote. In this role, you will engage with inbound leads from a variety of digital sources, including website forms, inbound calls, and text message responses. You will help connect consumers with the real estate agent best suited to their buying or selling needs, while considering factors such as agent performance and ranking, paid membership status, service area coverage, price range, and overall fit.

This is a fast-paced, high-volume customer service role that requires consistent communication and follow-up. You will manage inbound and outbound interactions through phone, text, and email to maintain consumer engagement, support our real estate partners, and proactively obtain status updates throughout the referral process.

Success in this role requires excellent written and verbal communication skills, strong attention to detail, and the ability to confidently navigate technology and multiple software platforms. An interest in real estate and comfort communicating with consumers, peers, and real estate professionals are essential.

As a Customer Service Representative, you will also:

• Respond to and qualify inbound consumer leads through phone, text, email, and digital channels.
• Match consumers with the best-fit real estate agent based on ranking, service area, membership tier, price range, and other assignment criteria.
• Manage high-volume inbound and outbound follow-up with consumers and real estate partners to maintain engagement and obtain status updates.
• Analyze CRM and third-party data to validate lead information, determine qualification, and capture relevant details.
• Accurately document referral activity, updates, and consumer information within the CRM.
• Navigate agent, opportunity, and account profiles to respond to referral-specific questions and provide ongoing support.

A fit for this role will include:

• Must be able to work 8:00 am -5:00 pm PST
• High school diploma required.
• Coachable, eager to learn, and able to effectively apply call scripts, processes, and customer service best practices.
• Strong active listening and communication skills with the ability to build rapport and engage customers.
• Excellent attention to detail, organization, and time management skills.
• Results-oriented, self-motivated, and accountable for meeting individual and team goals.
• Strong computer skills, including software navigation, multitasking, typing, and accurate data entry.
• Confident and professional phone presence

Preferred experience includes:

• Associate's or Bachelor's Degree
• Familiarity with Salesforce Sales Cloud.
• At least 1 year of experience in a contact center, customer service, inside sales, or real estate ISA role.

Compensation: $15/ hr

We offer a competitive total rewards package including:

• Competitive salary
• 3 Medical plans to choose from - 1 PPO and 2 HDHPs
• 2 Dental plans to choose from
• Vision
• HSA - company-funded
• FSAs - healthcare, limited purpose, dependent care
• Short-Term Disability - company-paid
• Long-Term Disability - company-paid
• Basic Employee Life Insurance - company-paid
• Voluntary Dependent Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness
• Voluntary Hospital Indemnity
• ID Protection
• Pet Insurance
• 401(k) Retirement Savings with company match
• Paid PTO/Vacation/Sick Time
• 11 company-recognized holidays
• Company-paid Parental/Disability Leave

In addition, at IRE, we focus on driving top results providing:

• Opportunities to grow within our company;
• Potential to work in a remote setting;
• Exciting/energetic work environment and fun, creative culture.

IRE EEO Statement - We believe that the unique contributions of all Insiders are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experiences we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.

Equal Opportunity Employer
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