Exclusives - Seller Experience Partner

About the Team

We are a “startup within a startup”, a small, cross-functional team working on one of Opendoor’s next plays.  We believe that “what got us here won’t get us there”, and we need to constantly innovate to fully realize our mission of empowering everyone with the freedom to move.

We’re looking to grow the customer experience team supporting our sellers on Exclusives.  You’ll work closely with our customers as they engage with the product, and also with our Product team to make sure we’re meeting our customers’ needs.

Role Responsibilities:

• Understand Customer Needs and Explain Multiple Selling Options:
  • Demonstrate a keen understanding of customer requirements and preferences.
  • Articulate various selling options available, including Cash+, direct selling, and listing with an agent.
  • Tailor explanations to suit individual customer situations, ensuring clarity and relevance.
• Simplify Complex Processes and Assist Throughout the Customer Journey:
  • Exhibit exceptional mental agility in simplifying intricate processes involved in real estate transactions.
  • Provide continuous assistance to customers, irrespective of the chosen selling option, guiding them through each stage of the journey.
  • Maintain a strict focus on customer satisfaction, ensuring a smooth and hassle-free experience.
• Ask Engaging Questions to Uncover Customers' "Jobs to Be Done" and Ensure Product Relevance:
  • Employ probing and insightful questions to delve into customers' underlying needs and motivations.
  • Utilize active listening skills to discern customers' pain points and desired outcomes.
  • Translate gathered insights into actionable strategies to enhance product offerings and address customer needs effectively.
• Coordinate All Aspects of Showing Events, Liaising with Vendors, Internal Teams, and Customers:
  • Manage multiple tasks simultaneously with precision and attention to detail.
  • Serve as the primary point of contact for organizing showing events, collaborating closely with third-party vendors, internal teams, and customers.
  • Ensure seamless coordination and execution of events, maintaining high standards of professionalism and efficiency throughout.
• Curate and Deliver Customer Feedback to Cross-Functional Teams for Product Improvement:
  • Exhibit strong selling skills combined with high organizational acumen in gathering and synthesizing customer feedback.
  • Effectively communicate customer insights and pain points to cross-functional teams, facilitating collaborative brainstorming sessions.
  • Contribute innovative ideas and suggestions for product evolution based on customer feedback and market trends.
• Flexibility to Work Weekends as Needed (Approximately 50% of Weekend Days, Subject to Change):
  • Demonstrate adaptability and flexibility in accommodating fluctuating business needs.
  • Maintain a proactive approach to scheduling, ensuring availability for weekend shifts as required.
  • Uphold a high level of commitment to meeting customer demands and achieving organizational objectives, even during non-traditional work hours.

Skills Needed:

• Masterful Communicator: 
  • You thrive in the dynamic whirlwind of communicating with multiple customers at a time across various platforms. With a blend of professionalism and warmth, you will need to guide customers through any questions they encounter including but not limited to offers, contracts, home-buying processes, etc. Your cognitive agility enables you to swiftly shift gears, managing various tasks with clarity and precision. 
• Highly Organized: 
  • You can handle multiple inbound tasks across various platforms simultaneously, while never dropping the ball. With exceptional organizational skills and expert project management abilities, you maintain precision in every aspect of the role. Your high emotional intelligence and swift prioritization ensure success in navigating this dynamic environment.
• Polished Conversationalist: 
  • You are fueled by a passion for engaging with customers over the phone, where your natural curiosity and empathy empower you to grasp their needs deeply. Your high emotional intelligence enables you to connect them with the best Opendoor product, all while showcasing your ability to think fast, be resourceful, and find solutions. Moreover, you excel at identifying key insights to elevate to senior leaders, driving impactful decisions. 
• Coachable and Adaptive: 
  • You are eager for feedback, constantly seeking ways to refine your performance. You are open to input from other leaders and welcome the opportunity to have your calls listened to broadly. Thriving in ambiguity, you effortlessly adapt to changing processes and tools. Your mindset is flexible, always ready to shift perspectives and embrace new challenges that push the boundaries of your thought process. When you don’t know the answer to a question, you’re willing to go the extra mile to track down the information.
• Seasoned Sales Expert: 
  • You are a seasoned salesperson with at least 3 years of experience who is fearless in picking up the phone. You effortlessly weave between selling, educating, and building rapport, all fueled by your curiosity for insights. You’re not afraid to ask questions or pitch new products.

Bonus Points if:

• You are a seasoned navigator of a dynamic startup and/or tech company, where ambiguity is the norm and adaptability is key. 
• You've seamlessly collaborated across cross-functional teams, particularly with product and engineering, to unveil insights and conquer obstacles. 
• You've been at the forefront of crafting pioneering innovations that break new ground.

Location: 

Hybrid roles require role responsibilities to be performed in the office for a portion of the week, with an option to work remotely. Candidates must be based within a 50-mile commuting distance of the specified office location: Phoenix, Arizona

Compensation:

Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $27.31 - $34.13 hourly. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific hourly range for the job location during the hiring process. We also offer a comprehensive package of benefits including paid time off, 12 paid holidays per year, medical/dental/vision insurance, basic life insurance, and 401(k) to eligible employees.

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