Experience Advocate

About This Role

Serve as the face and voice of Opendoor, providing premier customer service and guiding customers through the complex home-buying and selling process. You will handle sophisticated customer needs with integrity, empathy, and efficiency, collaborating with internal teams to improve the overall customer experience.

Responsibilities

• Be the face and voice of Opendoor handling the sophisticated needs of our customers with integrity, empathy, and efficiency
• Guide customers to understand all aspects of the Opendoor home-buying and home-selling process by responding quickly to questions and unresolved issues
• Respond to incoming calls from customers, agents, neighbors, vendors, and partners wanting to learn about Opendoor
• Own tough customer interactions that require de-escalation, gathering detailed information, and developing pathways for communication
• Act as a liaison between customers and internal partners to resolve customer issues
• Navigate internal and external knowledge resources to assist in your discernment, find solutions and deliver accurate information
• Continuously develop your real estate and Opendoor knowledge by participating in training and discussions
• Cultivate a positive environment through engagement and peer interactions while maintaining a growth mindset
• Work closely with internal teams (sales, agents, pricing, home operations) and external partners (title/escrow, lenders) to deliver a perfect experience to customers
• Deeply understand customer needs and share insights with product teams to improve the customer experience and develop new programs
• Meet team performance goals consistently (adherence, productivity, and CSAT)
• Remain flexible to work schedules that will include weeknight or weekend coverage

Requirements

• Mission-driven
• Ability to work outside of normal business hours including weekends and holidays
• Empathy and a focus on helping people
• Strong communication and active listening skills
• Solution-oriented with a bias towards action
• Coachable with an appetite for feedback
• Adaptive and flexible to changing processes and tools
• Must be in office for all scheduled working days that fall on Monday, Tuesday, Thursday and Friday.

Nice to Have

• Bilingual in English and Spanish
• Experience in a fast paced, high volume call environment
• Experience or knowledge in real estate
• Efficient in simultaneously navigating multiple systems

Benefits