Contact Center Customer Care Associate

Location: Austin, Texas. Candidates must live within a commutable distance of the Austin office. Training is onsite Monday–Thursday, with remote Fridays; after training, the role follows a hybrid model with one onsite day on Tuesday and four remote days, subject to performance and business needs. Working hours may fall between 6:50 a.m. and 8:00 p.m. Central Time, with schedule adherence required.

Company

hirify.global provides property intelligence, connectivity, and technology solutions for the real estate and property industry.

What you will do

• Manage approximately 22–25 inbound calls per day regarding mortgage escrow and tax questions on behalf of a hirify.global client.
• Identify customer needs, research information across multiple portals, interpret data, and provide accurate solutions and guidance.
• Document customer interactions accurately and use internal processes and tools for next-level resolution.
• Learn and use contact center and agent desktop platforms, including Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9, or Zoom International.
• Meet or exceed individual production metrics, quality KPIs, and client contractual service levels.
• Maintain professional customer interactions, attendance, and strict schedule adherence.

Requirements

• High school diploma, GED, or equivalent.
• At least one year of customer service or customer support experience.
• At least one year of technical proficiency with Microsoft Office, Microsoft Teams or Google Workspace, and a client management system.
• Ability to work in a structured, high-volume, fast-paced environment while maintaining attention to detail.
• Ability to meet personal KPIs, required deliverables, attendance standards, and scheduled working hours.
• Ability to work onsite during training and maintain the required hybrid schedule from a commutable distance to the Austin office.

Nice to have

• Associate or bachelor’s degree.
• Experience in tax, banking, mortgage, or real estate servicing.
• Contact center experience.
• Hands-on experience with contact center or workforce engagement software, preferably Cisco Finesse or Calabrio.

Culture & Benefits

• Four weeks of instructor-led training, on-the-job training, and call shadowing.
• Paid time off, 11 paid holidays, well-being time, and volunteer time off.
• Medical plan options with mental health and wellness support.
• Paid parental leave of up to 16 weeks and a baby stipend.
• 401(k) with company match, a $400 annual well-being stipend, and tuition assistance of up to $5,250.
• Recognition rewards, referral bonuses, and employee discounts.