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Luxury Presence · 15 hours ago

Client Experience Specialist

Phoenix, AZ

Full-time

Onsite

Entry Level

$55K/yr - $86K/yr

1+ years exp

Luxury Presence is the leading digital platform revolutionizing the real estate industry for agents, teams, and brokerages. The Client Experience Specialist plays a critical role in retaining clients who have requested to cancel, handling difficult conversations, and finding solutions to keep clients satisfied.

AdvertisingReal Estate

Responsibilities

Quickly building rapport and trust, raising objections, and finding solutions

Dealing with a diverse set of clients, from corporate marketers to sole proprietors – you love people, you understand them, and they can tell

Managing multiple projects and challenges on different timelines by being highly organized through detailed notes, adept software skills, metrics and reporting

Assessing situations, gathering all relevant information, and swiftly finding solutions

Proactive outreach through high-level verbal and written communication

Ensuring data quality and thoroughness of captured churn reasons so we can make data-driven decisions on the biggest areas for improvement

Developing long-term strategies that drive your retention and expansion work, saving your decision-making energy because you’ve planned for as many scenarios as possible

Active listening skills with strong verbal and written communication; customer empathy

Working cross-functionally with every team throughout the organization

Acting with a sense of urgency

Prioritizing your day/schedule - well-organized

Being adaptable, able to stay on top of things in an ever-changing environment - flexible

Qualification

Client retentionData analysisVerbal communicationWritten communicationProject managementReal estate knowledgeSoftware proficiencyActive listeningTeamworkAdaptability

Required

1-2 years in a client retention role, preferably at a SaaS company

Familiarity with the residential real estate industry, and hands-on experience working with real estate agents and/or real estate technology is a plus

Experience driving towards KPIs around retaining and growing client accounts

A consistent track record of winning, you've saved clients, and you take great satisfaction in your wins

1+ years working with software, ideally web design or development, or marketing

Quickly building rapport and trust, raising objections, and finding solutions

Dealing with a diverse set of clients, from corporate marketers to sole proprietors

Managing multiple projects and challenges on different timelines by being highly organized through detailed notes, adept software skills, metrics and reporting

Assessing situations, gathering all relevant information, and swiftly finding solutions

Proactive outreach through high-level verbal and written communication

Ensuring data quality and thoroughness of captured churn reasons

Developing long-term strategies that drive your retention and expansion work

Active listening skills with strong verbal and written communication; customer empathy

Working cross-functionally with every team throughout the organization

Acting with a sense of urgency

Prioritizing your day/schedule - well-organized

Being adaptable, able to stay on top of things in an ever-changing environment - flexible

Calm energy in stressful situations

Closing out unfinished business