Agent Programs Analyst - Two Chicks With A Side Hustle

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 US.

Who 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 at eXp Realty – a 6x Glassdoor Best Places to Work organization!

Agent Programs:

Be a catalyst for company growth by supporting and enhancing our agents’ journey at eXp Realty. As part of the Agent Experience team, you’ll bring your support, insight and guidance to help our agents soar to their highest potential. We pride ourselves on offering the highest level of customer service, a fantastic first and lasting impression of eXp Realty and agent rewards and recognition for their valued contributions. We make agents’ lives easier and have fun every step of the way.

What you will do:

This role is critical to the success of Agent Programs at eXp Realty. The Agent Programs Analyst will primarily support the team in the day to day operations; Agent Programs Analyst will also, in a supplementary fashion, assist in project-based work, in the department. This position will function primarily within Agent Programs, and their designated program team, but also thrive in interdepartmental communication between their teams and other teams in a solutions-oriented way. This role is able to work with staff on their team, and on other teams, to solve problems with excellent customer service. This role will be able to follow Standard Operating Procedures to maintain ultimate program efficiency and effectiveness. This role is a mix of internal processes and procedures, as well as Customer Facing interaction, communication and problem solving. This role is the first line of interaction between Customers and eXp Agent Programs Staff.

Provides support to agents/customers by offering helpful information, answering questions, and responding and resolving agent concerns

Will assist customers with requests/tickets by using program resources, processes and support. Able to collaborate with other eXp teams, like the Agent’s state broker team, to find amenable solutions for our customer.
Ensure agent/customer satisfaction through superb written and verbal communication with the customer
Maintains a professional and friendly disposition at all times

Demonstrates solid customer relationships by handling questions and concerns with speed and professionalism
Displays good judgment in identifying appropriate response and strategy to solve customer issues as quickly as possible
Ability to field tickets from customers in the form of written requests, verbal/phone calls and in-world interactions. Able to multitask in the handling of the aforementioned ticket types to best serve our customer.

Punctual and focused in accomplishing daily task and projects
Places the customer at the center of the customer service experience
Ability to follow Standard Operating Procedures to meet Program needs

Ability to identify, interpret, and communicate trends or patterns in data relevant to their daily tasks, with their leadership
Ability to collect, organize, analyze, and disseminate information to assist in optimal program functionality
Identify and disperse tasks outside of your scope of duties and coordinate a smooth handoff to the correct department

Understand and execute needed research to prepare for meetings, create reports, strategize, etc.
Maintain effective communication with management and leads
Self-Starting, Self Motivated, and displays a willingness to learn, ask questions, follow up with new training opportunities.

Maintain eXp’s core values. Collaboration, community, agile, innovation, integrity, service, and fun.

How you will grab our attention:

Agile/Flexible attitude

Strong attention to detail required
Excellent customer service abilities: written and verbal communication must be superb
Excellent critical thinking and problem solving skills

Team player – able to complete individual tasks as well as work on a team to accomplish a goal
Experience in the real estate industry strongly preferred
Excellent communication skills both written and verbal

Experience in coordinating events and group activities
Conflict resolution and active listening: ability to assess a customers need or concerns and deliver solutions using critical and creative thinking
Proficient knowledge of G Suite required; Microsoft Office experience is a bonus