Lead, Expert Care Desk - Pacific Time Zone - (Remote)

We are one of the first all-remote companies with 2,000+ team members utilizing our virtual office called eXp world. This role is work-from-anywhere in the U.S., within the pacific time zone.
What is eXp?

Doing the audacious is part of eXp Realty’s DNA. We are a company that rewards creative minds who can offer bold solutions, where opinions matter, anything is possible and the outcome can be revolutionary. As a global full-service real estate brokerage utilizing a 3-D, fully immersive, cloud office environment, offering 24/7 access to collaborative tools & training, eXp has broken the traditional mold of real estate. We are doing big things. Come join us!

Operations - eXpert Care Desk

*PLEASE NOTE THAT THIS POSITION WILL BE REQUIRED TO WORK DURING THE FOLLOWING HOURS:*

11:00AM TO 8:00PM PACIFIC TIME / Monday - Friday

The eXpert Care Leader's mission is to assist the eXpert Care Manager and utilize internal systems, processes and technology as a way of increasing engagement and connection with eXp Realty. The eXpert Care Lead coordinates agent support tasks and processes as well as ensures that the agent support team focuses on helping all current and incoming eXp Realty agents get the answers to their questions and solutions to their problems in a timely manner.

The Lead, eXpert Care Desk employee will be required to take a hands-on approach to assist with leading the team in all aspects of agent support including but not limited to: training, system and process execution, data management and compliance, tracking and reporting, design and development of product and service evolutions.

The Lead, eXpert Care Desk may be asked to lead a specialized team in the areas of individual residential agents, domestic partnerships, self-organized real estate teams, standard real estate teams, Mega ICON Teams, individual commercial agents or some combination of the above as needed.

What you will do:

• Work on day-to-day tasks of the agent support process in eXp world or other tools as needed
• Collaborate with eXpert Care Manager to support team members’ needs and build team culture
• Train team members in necessary systems, process and products
• Handle and resolve escalations as necessary
• Assist with Facilitating team meetings and updates
• Maintain knowledge of eXp systems, team structures/requirements, and agent resources
• Identify training needs for team members and coordinate with assigned trainers for execution
• Perform duties as defined in eXpert Care Concierge s as needed
• Collaborate with cross-functional teams to design, test, build, deploy and iterate on current processes, services and future products

How you will make an impact:

• Knowledge of compliance, policy adherence
• Real estate experience preferred but not required
• Strong knowledge of Microsoft Office/Google Suite
• 4+ years of Customer Service or Support
• Problem Solving Skills and audit and/or project management skills
• Excellent organizational skills
• Excellent written and verbal communication skills
• Knowledge of eXp Realty Policy and Procedures desired
• Proven track record leveraging technology to deliver great customer experience

Education:

• BA/BS Degree in Business Administration or a related field preferred
• High School Diploma/GED Required

What eXp Realty provides:

• Amazing company culture
• Medical, Dental & Vision benefits
• FSA plan
• Fully remote environment
• Stock option grant
• 401k with a 4% match
• And more...

This is an hourly paid position with compensation starting at $26.00/Hour. Exact pay will be based on knowledge and experience.

EEO Statement:

We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, eXp is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. eXp Realty reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.