Real Estate Client Care Concierge

The Job

You own the front door. Every call, text, and portal lead comes to you first — you answer it live, figure out what it is, put it in the CRM, and get it to the right person. Nothing sits.

Compensation:

$5 - $6 hourly

Responsibilities:

Duties and Standards

• You answer the team line, picking up every call and text live from 9:00 AM to 6:00 PM ET. Nothing goes to voicemail — our live answer rate is what keeps our Google Local Services ranking. Three kinds of calls come in: another agent looking for one of ours, a lead asking about a property, or a seller asking about a cash offer. You identify which one you have before you route it. Property and listing calls go to the assigned TRP agent, cash offer calls go to Tidal Offers, and agent-to-agent calls go straight through.
• Every property and cash offer lead gets a Follow Up Boss record before you take the next call — name, phone, email, source, property address, and timeline. Then you notify the agent in Google Chat within 5 minutes of hanging up with the caller's name, number, what they want, and the follow-up they asked for.
• You work the lead portals every morning: ReferralExchange, Movoto, and Zillow, checked by 10:00 AM ET. Every portal lead must exist in FUB, and every portal note and status change gets pushed to the assigned agent. The leads inbox is checked twice a day to confirm each lead created a FUB record; if a Zap is broken, you report it the same day — you do not wait. The general inbox is cleared daily: unsubscribe from the spam, and forward the roughly 1% that's real to Matthew.
• When a refundable lead comes in, you get an email. Within 24 hours, you pull the FUB file, confirm it qualifies, and file it in the correct portal. If it does not qualify, you tell the agent why. You also cover the lead management chat during work hours, resolving or escalating FUB assignment problems the same day.

Qualifications:

What You Have to Have

• Clear, warm, professional spoken English — this is a phone-forward role, and it is our first filter.
• Hands-on Follow Up Boss experience, including stages, smart lists, and assignment rules.
• RingCentral experience: call handling, routing, queues, SMS threads, and voicemail. Google Workspace, especially Google Chat — that is where our team lives during the day.
• A quiet workspace, a headset, and stable high-speed internet. Coverage 9:00 AM–6:00 PM ET, Monday through Friday.

How You Will Be Measured

Live answer rate on the team line. Time from hang-up to FUB entry and agent notification. Zero portal leads missing from FUB. Refund requests filed accurately and on time. You'll have a 90-day review with a defined path to more hours, more scope, and more pay.

About Company

We are a real estate agent and investment company based in Wilmington, NC. We work with buyers, sellers, and investors, and we run an active team. The brand is a mix of personal voice and team presence — and we're ready to put real energy behind growing both.