The Role:

As a Customer Experience Specialist, you will be the voice of Harmony Homes and a crucial part of our mission. You are not just solving problems; you are guiding our users through one of the most significant journeys of their lives. You will provide expert support, build trust, and turn user inquiries into seamless, positive experiences.

Key Responsibilities:

*   User Support & Troubleshooting: Provide timely, accurate, and empathetic support via multiple channels including email, live chat, and phone.

*   Product & Platform Expertise: Become an expert on the Harmony Homes platform—from using our mortgage calculator and scheduling home tours to understanding how listings are generated and how agent connections work.

*   Account Management: Assist users with account creation, login issues, profile updates, and password resets.

*   Listing Inquiries: Field and resolve questions from buyers and renters about specific property listings (e.g., pricing, availability, amenities, scheduling tours).

*   Advertiser & Agent Support: Provide initial support to real estate agents and property managers using our platform regarding their listings, advertising packages, and profile management.

*   Feedback Loop: Actively listen to user feedback and pain points, documenting and escalating critical issues to the Product and Engineering teams to help improve our platform.

*   Knowledge Base Contribution: Help create and update internal and external help center articles to empower users to find answers quickly.

Required Qualifications & Skills:

*   High school diploma or equivalent; Associate’s or Bachelor’s degree a plus.

*   1-2 years of experience in a customer service, client support, or call center role.

*   Exceptional written and verbal communication skills with a clear and friendly tone.

*   Tech-savvy with the ability to quickly learn new software and explain technical concepts in simple terms.

*   Strong problem-solving skills and the patience to navigate complex or emotionally charged situations.

*   Empathetic and active listener who can build rapport with a diverse user base.

*   Ability to work in a fast-paced environment and manage multiple conversations or tasks simultaneously.

*   Real estate interest or basic knowledge is a significant plus, but not required.

What We Offer:

*   Competitive salary and performance-based bonuses.

*   Comprehensive benefits package (Health, Dental, Vision, 401k).

*   Paid training and continuous professional development.

*   A collaborative, supportive, and mission-driven company culture.

*   Career growth opportunities within Customer Experience and other departments.

*   [Remote Work Flexibility / Modern office with great amenities].

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Tools & Technology You'll Use:

*   CRM Software: (e.g., Zendesk, Salesforce Service Cloud, Freshdesk)

*   Live Chat Platform: (e.g., Intercom, Drift)

*   Internal Communication: Slack or Microsoft Teams

*   Company Knowledge Base: Guru, Confluence, or an internal wiki

*   The Harmony Homes Platform Itself

Key Performance Indicators (KPIs) & Success Metrics:

*   Customer Satisfaction (CSAT) Score: The primary measure of user happiness with your support.

*   First Contact Resolution (FCR): Percentage of issues resolved in a single interaction.

*   Average Handle Time (AHT): Balancing efficiency with quality of service.

*   Quality Assurance (QA) Score: Based on reviews of your interactions for tone, accuracy, and adherence to process.

Career Path:

This role is a foundation for numerous career paths within Harmony Homes:

*   Senior Customer Experience Specialist: Handling more complex escalations.

*   Team Lead / Supervisor: Managing a small team of specialists.

*   Quality Assurance Analyst: Reviewing support interactions and helping to improve team-wide performance.

*   Training Specialist: Onboarding and training new hires.

*   Product Support Specialist: Acting as a dedicated liaison between Customer Service and the Product/Engineering teams.

*   Sales or Account Management: Transitioning to support our paying advertiser and agent clients.