Customer Solutions Representative (CSR) I (Remote)

at Realogy Holdings Corporation in Dover, Delaware, United States

Job Description


Customer Solutions Representative (CSR) I (Remote)



Job Description

Primary Function:

To provide support to Home Partners of America customers and real estate agents throughout the “Lease Purchase Program” process, via phone, email, text, and online chat support.

Major Duties and Responsibilities:

+ Act as a member of the Customer Solutions Team for Home Partners of America.

+ Handle incoming and outgoing calls from prospective residents and real estate agents; answer questions or concerns regarding the program; approximately 75-120 calls per day.

+ CSR will be conversion-focused on driving registrants through the application process and ultimately into submitting homes for Home Partners of America to purchase.

+ CSR will carry a caseload of files and will follow a specific call flow, email, and text touch point cadence according to client and company policy and procedures.

+ CSR will troubleshoot and act as technical support, at times, using a Dashboard; CSR will escalate issues and/or concerns to QA when necessary.

+ CSR will assist in accessing several different types of leads from an electronic lead interface and will build a file for each according to the source of the lead

+ CSR will be responsible for managing their Task List and responding to emails in a timely manner.

+ CSR will be required to be compliant with all event-driven follow up calls in an effort to drive conversion.

+ CSR will be required to achieve agreed upon sales targets and outcomes within a scheduled time frame; a monthly scorecard is provided.

Selection Criteria:

+ College degree preferred, or 2-3 years of business experience

+ Highly motivated and target driven with a proven track record in sales is required

+ Must be able to self-motivate and stay on task while working at home

+ Prioritizing, time management and organizational skills is required

+ Computer efficient

+ Call center background a plus

+ Real estate and/or mortgage background preferred

+ Must possess excellent communication skills – oral and written

+ Advanced listening and probing skills required

+ Rapport building skills required

+ Strong planning and organizational skills, process management, and a self-starter

+ Embraces diversity

+ Adaptability to requirements of business needs

+ Must be able to operate well under stress

Critical Dimensions:

+ Excellent verbal and written communication skills

+ Strong computer proficiency required

+ Ability to navigate numerous systems with ease

+ Multi-tasking skills

+ Rapport building skills

+ Interpersonal/influencing skills

+ Ability to overcome objections

+ Ability to prioritize workload

+ Attention to detail

+ Strong data integrity

+ Planning and organization skills

+ Commitment to teamwork and collaboration



Employment Type



Realogy Leads Group

About Us

Realogy Holdings Corp. ( (NYSE: RLGY) is the leading and most integrated provider of U.S. residential real estate services, encompassing franchise, brokerage, and title and settlement businesses as well as a mortgage joint venture. Realogy’s diverse brand portfolio includes some of the most recognized names in real estate: Better Homes and Gardens® Real Estate ( , Century 21® ( , Coldwell Banker® ( , Coldwell Banker Commercial® ( , Corcoran® ( , ERA® ( , Sotheby’s International Realty® ( . Using innovative technology, data and marketing products, best-in-class learning and support services, and high-quality lead generation programs, Realogy fuels the productivity of independent sales agents, helping them build stronger businesses and best serve today’s consumers. Realogy’s affiliated brokerages operate around the world with approximately 190,000 independent sales agents in the United States and more than 112,000 independent sales agents in 113 other countries and territories.

At Realogy, diversity fuels success – for our company and for our employees. We strive to be the preferred company for diverse talent, committed to creating an inclusive environment that encourages everyone to succeed. We pursue talent – strategic thinkers who are eager to innovate, focused on execution and accountable for results. We value diversity – respecting backgrounds, cultures, perspectives.

You’ll find our commitment to diversity reflected in our achievements:

+ Forbes 2020 Best Employers for Diversity.

+ Recognized on the 2020 Human Rights Campaign Corporate Equality Index .

+ Recognized for gender diversity on our board of directors by Executive Women of New Jersey and Women’s Forum of New York.

+ First residential real estate company to endorse the Equality Act and fully support H.R. 1447 amending the Fair Housing Act to include LGBTQ+ as protected classes.

With diversity, we succeed together. We hope you’ll join us.

EEO Statement

EOE AA M/F/Vet/Disability

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Job Posting: JC191659735

Posted On: Sep 04, 2021

Updated On: Oct 06, 2021