At Realtor.com®, we have among the most comprehensive and accurate coverage of real estate listings and the most engaged users across all the online real estate portals. Our mission is to make buying, selling, renting, and living in homes easier and more rewarding for everyone.

Building your career? Build it better at Realtor.com®. Join us and help change the world of real estate, one home at a time.

Are you a retention expert? Are you ready to engage with the customers of Realtor.com and reinforce the value proposition of our product suite? If you want to pursue your professional goals as you help grow an innovative real estate tech company, this work is for you. Join us as our newest Retention Account Specialist and help change the world of real estate, one home at a time.

As a Retention Account Specialist you will spend your day fielding calls from agents and brokers and working with each client to ensure overall satisfaction. You will use your negotiating and problem-solving skills as you find solutions and process complex discounts, credits and/or extension requests when applicable. You will engage customers (Real Estate Agents and Brokers) who have purchased our advertising products, such as our lead generation subscriptions. You will learn to resell our brand strategy and gain skills to solve potential legal, social media and industry relation escalations. We’ll look to you to be able to think on your feet, drive our value proposition and propel overall customer success.

What you’ll do:

• Take inbound and make outbound calls to agents daily

• Re-build value in Realtor.com solutions for agents requesting to cancel their services

• Offer consistent communication and timely resolution for our agents

• Resolve Retention issues on agent and broker accounts

• Meet or exceed minimum retention goals

• Meet or exceed a minimum outbound call requirement (50 calls daily)

• Engage customers with the highest level of respect and integrity

• Resolve escalated customer concerns

• Work cross functionally with sales, support, collections and accounting to retain relationships

• Must thrive in a fast paced and high pressure environment

• Ability to quickly build rapport with customers and de - escalate customer frustration

How we work:

• We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together. This role is a hybrid opportunity in our Austin, TX or Scottsdale, AZ office.

What you’ll bring:

• Bachelor’s Degree required and 2+ years related experience

• 3-5 years professional experience

• High tolerance for engaging with dissatisfied clients

• Familiarity with advertising products and services required

• Familiarity with Salesforce preferred

• Knowledge of Excel and Google Mail required

• Experience with high call volume

• Strong organizational and follow up skills while prioritizing time management effectively

• Experience with retention and de-escalating customer frustrations

Working Conditions:

Position requires prolonged standing or sitting and repetitive hand and wrist motion. Operates phones, computers, and other office equipment.

Do the best work of your life at Realtor.com®

Here, you’ll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you’ll find your way home too. People are our foundation—the core that drives us passionately forward. At Realtor.com® , you’ll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return we’ll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.

Diversity is important to us, therefore, Realtor.com® is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, Realtor.com® will provide reasonable accommodations for otherwise qualified disabled individuals.