Contact Center Customer Care Associate (Real Estate)

TL;DR

Contact Center Customer Care Associate (Real Estate): Managing inbound inquiries regarding mortgage escrow and tax questions with an accent on data interpretation and customer education. Focus on navigating multiple technical portals and consistently meeting production KPIs in a high-volume environment.

Location: Hybrid (Rochester, NY) - Candidates must live within a commutable distance to the W Henrietta office

Salary: $40,000 - $41,600 Annually

Company

hirify.global is a property intelligence firm dedicated to making the property industry faster, smarter, and more people-centric.

What you will do

• Manage 22-25 inbound calls daily regarding mortgage escrow and tax inquiries on behalf of clients.
• Research customer needs across various systems (up to 10 different portals) to provide accurate solutions.
• Accurately document inquiries and leverage internal tools for resolution.
• Utilize contact center management software including Salesforce, Cisco Finesse, Zoho Desk, and others.
• Consistently meet or exceed individual production metrics and quality KPIs.

Requirements

• High school diploma, GED, or equivalent.
• 1+ years of experience in a customer service or support role.
• Tech proficiency with MS Office (heavy use of MS Teams) or Google Suite.
• Must be located within a commutable distance to the Rochester, NY area.
• Ability to work in a structured, high-volume, fast-paced environment.

Nice to have

• Bachelor's or associate degree.
• Industry experience in tax, banking, mortgage, or real estate servicing.
• Contact center experience and proficiency with Cisco Finesse or Calabrio.

Culture & Benefits

• Hybrid work model: 1 day onsite (Thursday) and 4 days remote post-training.
• Generous PTO and 11 paid holidays, including well-being and volunteer time off.
• Up to 16 weeks of fully paid parental leave and a baby stipend.
• Comprehensive medical plan options and 401(k) with company match.
• Financial perks including a $400 annual well-being stipend and tuition assistance up to $5,250.