Customer Service Representative

Your Opportunity At Landvoice, part of the PLACE family of companies, we build the tools that give real estate professionals an edge — putting high-quality data, prospecting software, and lead intelligence into the hands of agents who are ready to win. As a growing technology company powering the future of real estate, our standards are high, our team moves fast, and our commitment is to deliver the best work of our lives. This is YOUR CHANCE to be the person our customers count on. As our Customer Service Representative, L2, you will partner with the Executive Director of Operations and cross-functional teams to resolve complex customer issues, drive product adoption, and raise the bar on what great support looks like. If you thrive in a fast-paced environment, love solving real problems for real people, and believe that exceptional service is a competitive advantage, this is your PLACE. Who Develops You: Team Lead of Customer Service What You're Great At You are more than a support rep — you are a product expert and a trusted advisor. You listen carefully, diagnose quickly, and communicate solutions in a way that makes customers feel confident and cared for. You hold yourself accountable to outcomes, not just activity, and you notice patterns others miss. You take ownership from first contact through resolution, and you bring that same energy to helping your L1 teammates grow. Detail-oriented, curious, and adaptable — you are exactly who our customers need on the other end of the line. What You'll Do Serve as a primary point of contact for inbound customer inquiries via phone, email, and chat, delivering timely and professional responses aligned with service standards. Troubleshoot and resolve intermediate-level product, software, and data issues; escalate complex matters to the appropriate team with thorough documentation. Guide customers through software setup, account configuration, and product features; lead structured onboarding and training sessions to drive platform adoption and confidence. Proactively identify customer needs and offer relevant solutions, staying alert to churn indicators and opportunities to reinforce product value. Maintain accurate and complete CRM records of all customer interactions; document recurring issues and escalation patterns to support team reporting and quality review. Consistently meet or exceed performance metrics including response time, resolution rate, customer satisfaction scores, and QA standards. Partner cross-functionally with Product, Sales, and Operations to surface customer feedback, flag product issues, and contribute to process improvement. Stay current on product updates, new features, and real estate industry trends; apply that knowledge to better serve customers and contribute to internal knowledge resources. Support peer development by sharing product knowledge, best practices, and customer handling techniques with L1 team members. Other duties as assigned. What You Bring High school diploma or equivalent required; Associate's degree or some college coursework preferred. 2–3 years of customer service experience required, with at least 1 year in a SaaS, technology, or subscription-based environment strongly preferred. Demonstrated ability to troubleshoot intermediate product or software issues and communicate solutions clearly to non-technical users. Experience conducting customer training or product walkthroughs, in person or remotely. Availability Monday through Friday, day shift (required). Strong verbal and written communication skills with a professional, customer-first tone across all channels. Intermediate to advanced proficiency in Microsoft Office; comfortable learning and navigating new software platforms and CRM tools. Analytical mindset with the ability to identify patterns in customer issues and recommend process or product improvements. Results-oriented with a track record of meeting or exceeding performance targets in a metric-driven environment. High degr