Customer Experience Specialist

Are you the person everyone relies on to keep things running smoothly, solve problems quickly, and create a great experience for everyone around you?

Do you take pride in being the steady, positive presence in a fast-paced office where details matter and people come first?

The Customer Experience Specialist is responsible for ensuring the office operates efficiently while delivering a high-level experience for agents and staff. You will serve as a go-to resource, handling day-to-day needs, maintaining organization, and making sure nothing falls through the cracks.

This role requires someone who leads with service, communicates clearly, and approaches challenges with a solutions-focused mindset. You bring a strong sense of ownership, a genuine care for people, and the ability to stay calm and professional in any situation.

As a key member of the leadership team, you will help foster a collaborative, welcoming, and productive environment where agents feel supported, and the business runs seamlessly!

Compensation and Benefits:

• Starting Pay: $40,000-$45,000
• Full-time, 40 hours/week
• Bonus Structure after 6 months
• Additional Investment opportunities after 1 year
• Paid Vacation, Holiday, and Medical Leave
• 401(k) Retirement Plan
• Health Insurance benefit option

$40,000 - $45,000

• Front Office Management: Manage a multi-line phone system, monitor office emails, greet agents and guests warmly, schedule appointments, manage calendars, and sort mail and packages.
• Administrative Support: Assist the leadership team with office operations, maintain efficient systems, and support day-to-day workflows.
• Event Planning: Organize and coordinate agent events, including meals, sponsorships, venue selection, and décor, while attending and supporting business events and training sessions.
• Office Operations: Perform opening and closing duties, restock supplies, and maintain the organization and cleanliness of reception and common areas.
• Marketing & Communication: Assist with office communications, including email/text blasts, social media updates, and promoting the business’s value story.
• Retention & Engagement: Build relationships with current associates to support retention efforts and ensure their satisfaction with the office’s resources and services.

• 2 years of office/customer service experience preferred.
• Positive attitude with a solutions-focused and energetic demeanor.
• Strong commitment to relationship building, follow-up, and top-tier customer service.
• Tech-savvy with experience in Microsoft Office, Google Suite, and social media platforms.
• Ability to work in a fast-paced, dynamic environment.
• Professional appearance and communication skills, both verbal and written.
• Strong interpersonal etiquette and customer service skills.
• Interest in learning and taking on new responsibilities as requested and as knowledge grows.

Keller Williams Realty Centre, located in Columbia, Maryland, is dedicated to building careers worth having, businesses worth owning, lives worth living, experiences worth giving, and legacies worth leaving. Our mission is to be the real estate company of choice for our agents and their customers. We uphold values such as integrity, customer focus, commitment, communication, creativity, teamwork, trust, equity, and success through people. As a technology-driven company, we provide a real estate platform preferred by agents, buyers, and sellers alike.

We’re seeking someone who cares deeply about helping others succeed, thrives in a collaborative environment, and brings an unwavering commitment to customer service and problem-solving. Be a part of our growing team, where we’re dedicated to creating a supportive, thriving culture for our agents!