Phone Support Agent

What is a Phone Support Agent?

A Phone Support Agent is a vital link between customers and real estate services, acting as the first point of contact for inquiries and support. They are responsible for addressing questions, resolving concerns, and providing accurate and timely information about properties, leasing terms, and services. This role is central to ensuring a seamless and positive customer experience, serving as the voice of the company, and establishing trust with clients.

Beyond customer service, the Real Estate Phone Support Agent contributes to business growth through lead generation and relationship building. By identifying potential clients, promoting available properties, and fostering strong connections, they help drive engagement and support the company’s objectives. Their ability to combine excellent communication with a proactive approach makes them indispensable in a competitive real estate market.

Average Monthly Employment Cost (with Benefits)

Average Annual Employment Cost (with Benefits)

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Phone Support Agent Job Description

We are looking for a committed and personable Real Estate Phone Support Agent to join our team and provide outstanding support to residents, landlords, and potential clients. You will be the primary point of contact for incoming calls, ensuring each interaction is handled professionally and with care. In this role, you’ll be tasked with identifying and nurturing leads, providing accurate information about our properties and services, and ensuring that all customer interactions align with our company’s standards of excellence.

Your success in this role will depend on your ability to communicate clearly and effectively while handling inquiries and resolving issues. By delivering exceptional service and maintaining positive relationships, you will play an integral role in driving customer satisfaction and business growth.

In this role, you will: 

• Customer Interaction: Respond to incoming calls and inquiries, actively listening to customer needs and addressing concerns professionally.
• Lead Generation: Identify and qualify potential leads, converting them into new business opportunities.
• Customer Service: Resolve customer issues promptly and deliver a seamless, positive experience.
• Relationship Building: Foster strong relationships with clients through open and effective communication.
• Information Provision: Provide accurate and up-to-date information about property availability, leasing terms, and services.
• Sales and Marketing: Promote available properties, encouraging interest and engagement from potential tenants.
• Administrative Tasks: Maintain accurate records of customer interactions, process applications, and ensure property data is up to date.
• Compliance: Adhere to company policies, procedures, and all relevant legal or regulatory requirements.

Essential Skills & Qualifications:

• Customer Service Experience: Proven experience in customer service or a related role, preferably in real estate.
• Communication Skills: Exceptional verbal and written communication skills to effectively engage with clients and colleagues.
• Interpersonal Skills: Strong ability to build rapport and maintain positive relationships.
• Organizational Skills: Adept at managing multiple tasks, prioritizing effectively, and staying organized in a dynamic environment.
• Technical Proficiency: Proficiency with property management software and CRM tools.
• Problem-Solving Skills: Demonstrated ability to resolve issues efficiently and professionally.

Preferred Qualifications:

• Sales Experience: Background in sales, with proven ability to convert leads into customers.
• Bilingual Skills: Proficiency in additional languages to better serve a diverse clientele.
• Advanced Software Skills: Experience with advanced CRM tools or property-specific software, such as Yardi or AppFolio.
• Industry Knowledge: Familiarity with real estate market trends, terminology, and processes.
• Customer Retention Expertise: Proven ability to develop strategies for client retention and satisfaction.