CSR / Customer Service Representative

Full-Time Remote Client Experience Coordinator
U.S. Real Estate Photography & Media Company
$1,600–$2,200/month depending on experience

We are a real estate photography and media company based in Utah, USA. We provide photos, video, drone, 3D tours, floor plans, property websites, and other marketing media for real estate agents and property managers.

We are hiring a full-time Client Experience Coordinator to be one of the main people handling our client communication.

This is not a basic VA role. This is a client-facing communication role. You must be excellent on the phone, strong in written English, calm under pressure, and able to communicate naturally with U.S.-based real estate professionals.

The most important part of this job is managing client expectations clearly. Many of our client issues involve appointment timing, seller availability, weather, access instructions, revisions, delivery questions, and service questions. Small wording mistakes can create confusion for clients, so precision matters.

Main responsibilities:
- Answer inbound phone calls from real estate agents, property managers, and clients
- Respond to client texts and emails
- Help clients schedule or adjust photo/video appointments
- Explain our services, pricing, packages, turnaround times, and delivery process
- Collect property details, access instructions, seller availability, and service requests
- Update appointment notes accurately
- Handle simple revision requests and send them to the correct team
- Follow up on missed calls, open inquiries, and pending client responses
- Escalate complex issues clearly to the owner or team
- Help with light admin, QA, follow-up, and sales tasks during slower periods

You may be a strong fit if:
- You have excellent spoken English and can sound natural with U.S. clients
- You have strong written English and avoid robotic or call-center-style phrasing
- You have experience in customer service, client success, sales support, real estate, appointment setting, or operations
- You are calm, confident, and professional on the phone
- You can think through a situation instead of only following a script
- You are very careful with appointment times and client expectations
- You are coachable and open to feedback
- You can admit mistakes quickly and help fix them
- You are organized and reliable
- You want a long-term role with room to grow

This role is not a fit if:
- You only want basic admin/data entry work
- You are uncomfortable on phone calls
- You need every response scripted
- You get defensive when receiving feedback
- You have trouble understanding U.S. customers
- You are not available during Utah business hours
- You cannot work in a quiet environment

Schedule:
Monday–Friday during Utah, USA business hours.

Preferred schedule:
10:30 AM–6:30 PM Mountain Time
or
11:00 AM–7:00 PM Mountain Time

Some flexibility may be possible, but we need strong coverage during the middle and later part of the business day.

Compensation:
$1,600–$2,200/month depending on experience, English fluency, phone skill, reliability, and ability to work independently.

We pay every other Friday through Wise.

Tools you may use:
- Phone system
- Email
- Text messaging
- Slack
- Google Calendar
- Scheduling/order management software
- Internal notes and task systems
- AI tools and automation systems

To apply:
Please do not send only a resume. Applications without the required test below will not be reviewed.

Please send a Loom video or voice recording, 3–5 minutes long, answering the following:

1. Tell me about your customer service, phone support, sales support, or client-facing experience.
2. Why do you think you would be a good fit for a U.S.-based real estate media company?
3. Tell me about a time you had to handle a confused or upset customer.
4. What is your requested monthly pay?
5. What country/city are you located in?
6. What is your availability in Mountain Time?

Then answer these written examples:

Example 1:
A client says: “Anytime after 3 PM works. The seller will not be there. Lockbox code is 1968.”
Our internal calendar requires us to choose a placeholder time, but the photographer may arrive anytime after 3 PM.
What message would you send to the client?
What note would you add internally?

Example 2:
A client says: “Thursday morning may have clouds blocking the mountain view, and the view is important for this lot.”
What would you say back?

Example 3:
A client says: “The photographer was supposed to be here at 4 PM and it is now 6 PM. Where are they?”
What would you say back?

Example 4:
A client asks: “What packages do you offer if I don’t book through Listing Concierge?”
What would you say back?

Please include the phrase “client experience” in the first line of your application so I know you read the full post.