Customer Care Associate (Real Estate)

TL;DR

Customer Care Associate (Real Estate): Managing inbound call inquiries regarding mortgage escrow and tax questions with an accent on accurate data research across multiple portals and high customer satisfaction. Focus on mastering contact center management systems and consistently meeting strict production KPIs.

Location: Must be based in or within commutable distance to Austin, Texas. Hybrid model: 1 day onsite (Tuesday) and 4 days remote post-training.

Company

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

What you will do

• Manage approximately 22-25 inbound calls daily regarding mortgage escrow and tax questions.
• Research and analyze data across up to 10 different portals to provide accurate solutions and guidance to customers.
• Document customer interactions and leverage internal tools for next-level resolution needs.
• Utilize and master contact center software such as Salesforce, Cisco Finesse, Zoho Desk, or Genesys.
• Maintain and exceed individual production metrics and quality KPIs based on client contractual service levels.

Requirements

• Must reside within a commutable distance to the Austin, Texas office.
• High school diploma, GED, or equivalent.
• 1+ years of experience in a customer service or customer support role.
• 1+ years of tech proficiency with MS Office (heavy use of MS Teams) or Google Suite.
• Experience working with client management systems.
• Ability to thrive in a structured, high-volume, fast-paced production environment.

Nice to have

• Bachelor’s or Associate degree.
• Experience in the tax, banking, mortgage, or real estate industries.
• Prior experience working in a contact center environment.
• Hands-on proficiency with Cisco Finesse or Calabrio software.

Culture & Benefits

• Flexible hybrid work model (4 days remote, 1 day onsite post-training).
• Generous PTO, 11 paid holidays, and up to 16 weeks of fully paid parental leave.
• Comprehensive health insurance options with mental health and wellness support.
• 401(k) retirement plan with company match and one-year vesting.
• Financial perks including a $400 annual well-being stipend and tuition assistance up to $5,250.