Agent Programs, Senior Analyst - (REMOTE)

Description

Position at eXp Realty We are one of the with 2,000+ team members utilizing our virtual office called eXp world. This role is work-from-anywhere in the 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!What you will do : This role is critical to the success of Agent Programs at eXp Realty.

The Agent Programs Senior Analyst will support the team in the day to day operations of the program as a subject matter expert.

This role is able to work with and guide the Agent Programs Analyst as they work through projects or initiatives together.

Agent Programs Senior Analyst assist in project-based work in this department with skills to dig deeper, investigate and problem solve with the guidance of their team leads, assistant manager or manager.

This position will function primarily within Agent Programs, and their designated program team, but also thrive in interdepartmental communication between their teams and others in a solutions-oriented manner.

This position works with staff on their team, and on other teams, to solve problems with excellent customer service with subject matter expertise;

this Senior Analyst role comes to the table with professional and customer service experience, and a willingness and confidence to use critical thinking for problem solving throughout the day / week.

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.

How you will make an impact :

• Provides expert level support to agents / customers by offering helpful information, answering questions, and responding and resolving agent concerns with solid customer service experience in a professional environment
• 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, bringing confidence and experience to their interactions with customer
• Maintains a professional and friendly disposition at all times
• Able to support the handling of customers, and assist Analysts on the team by bringing a deeper level of subject matter expertise and problem solving to daily operations and project work that may require their critical thinking and problem solving
• 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; able to identify diversions from SOPs and work with Leads / Principals (etc.

to problem solve and correct. Ability to perform daily duties with vigilance and awareness of program goals / initiatives and subject matter expertise.

Ability to identify, interpret, and communicate trends or patterns in data relevant to their daily tasks, with their leadership;

ability to then problem solve using critical thinking and expertise to suggest potential solutions and work with their leadership to implement.

• 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
• Professional and customer service experience desired
• Analytical skills - ability to understand, analyze and report on data trends
• 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
• 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
• Remote Work experience required
• Dedicated home-office / work space
• Advanced Trello experience preferred
• Aptitude for using online platforms and softwares to work remotely

Education :

• BA / BS in related field preferred
• High School Diploma / GED required

If you think you'd make a great match for this position but don't meet all the requirements, we would still encourage you to apply!What eXp Realty Provides :

• Fully remote environment
• Paid time off
• 401k with 4% match (immediate vesting) Robust Medical, Dental, & Vision benefits
• Company provided equipment
• Monthly Technology Stipend
• FSA & HSA with employer contributions
• Stock option grant
• Health & Wellness incentives
• 100% Paid Parental Leave

eXp Realty and its affiliated companies are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability or any other characteristic protected by law.