Agent Programs, Analyst

• Provides support to agents/customers by offering helpful information, answering questions, and responding and resolving agent concerns 
• Will assist customers with requests/tickets by using program resources, processes and support. Able to collaborate with other eXp teams, like the Agent’s state broker team, to find amenable solutions for our customer. 
• Ensure agent/customer satisfaction through superb written and verbal communication with the customer  
• Maintains a professional and friendly disposition at all times 
• Demonstrates solid customer relationships by handling questions and concerns with speed and professionalism 
• Displays good judgment in identifying appropriate response and strategy to solve customer issues as quickly as possible 
• Ability to field tickets from customers in the form of written requests, verbal/phone calls and in-world interactions. Able to multitask in the handling of the aforementioned ticket types to best serve our customer.  
• Punctual and focused in accomplishing daily task and projects 
• Places the customer at the center of the customer service experience 
• Ability to follow Standard Operating Procedures to meet Program needs 
• Ability to identify, interpret, and communicate trends or patterns in data relevant to their daily tasks, with their leadership 
• Ability to collect, organize, analyze, and disseminate information to assist in optimal program functionality 
• Identify and disperse tasks outside of your scope of duties and coordinate a smooth handoff to the correct department
• Understand and execute needed research to prepare for meetings, create reports, strategize, etc.
• Maintain effective communication with management and leads
• Self-Starting, Self Motivated, and displays a willingness to learn, ask questions, follow up with new training opportunities.
• Maintain eXp’s core values. Collaboration, community, agile, innovation, integrity, service, and fun.

• BA/BS in related field preferred
• High School Diploma/GED required
• Agile/Flexible attitude 
• Strong attention to detail required
• Excellent customer service abilities: written and verbal communication must be superb
• Excellent critical thinking and problem solving skills 
• Team player - able to complete individual tasks as well as work on a team to accomplish a goal
• Experience in the real estate industry strongly preferred
• Excellent communication skills both written and verbal
• Experience in coordinating events and group activities
• Conflict resolution and active listening: ability to assess a customers need or concerns and deliver solutions using critical and creative thinking
• Proficient knowledge of G Suite required; Microsoft Office experience is a bonus
• Remote Work experience required 
• Dedicated home-office/work space 
• Advanced Trello experience preferred
• Aptitude for using online platforms and softwares to work remotely

• Fully remote environment               
• Paid Time Off                   
• 401k with 4% match (immediate vesting)                     
• Robust Medical, Dental, & Vision benefits                     
• Company provided equipment                     
• Monthly Technology Stipend                     
• FSA & HSA with employer contributions                     
• Stock option grant                     
• Health & Wellness incentives                     
• 100% Paid Parental Leave 

eXp World Holdings is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability or any other characteristic protected by law.