[Hiring] Agent Support Specialist @LPT Realty

Role Description

Join our dynamic team at LPT Realty as an Agent Support Specialist. In this role, you will serve as a key point of contact for agents, providing timely, accurate, and solutions-oriented support across systems, tools, and brokerage processes. Your work directly impacts agent satisfaction, productivity, and overall success within the brokerage.

This is a fast-paced, service-focused role centered on delivering high-quality agent support across multiple communication channels. You will troubleshoot issues, provide guidance on brokerage resources, and collaborate cross-functionally to resolve agent needs efficiently. Success in this role requires strong communication skills, attention to detail, and the ability to manage a high volume of inquiries while maintaining a positive agent experience.

Schedule: Monday – Friday, standard business hours (9am - 6pm est), with rotating Saturdays.

Responsibilities

• Manage and respond to inbound agent inquiries promptly and professionally across calls, chats, tickets, emails, and texts.
• Provide live phone support to explain processes and resolve issues in real time.
• Troubleshoot technology and platform issues, guiding agents to resolution or coordinating with internal teams as needed.
• Deliver accurate brokerage information using internal knowledge base resources.
• Escalate complex or specialized inquiries to the appropriate department while maintaining ownership of follow-up.
• Maintain a high level of professionalism and service when supporting agents.
• Track open issues and follow through to completion to ensure timely resolution.
• Communicate updates clearly to agents regarding status and next steps.
• Identify patterns in agent questions or challenges and provide feedback to improve resources and processes.
• Maintain accurate documentation of agent interactions within support systems.
• Meet established service-level expectations, turnaround timeframes, and quality benchmarks.
• Support team-wide goals tied to agent satisfaction and response efficiency.
• Continuously seek opportunities to improve workflows and support delivery.

Qualifications

• 1–2 years in a customer support environment, call center, help desk, concierge, or technical support role.
• Prior real estate brokerage or administrative experience preferred.
• Strong verbal and written communication skills across multiple channels.
• Ability to manage high inquiry volumes while maintaining attention to detail.
• Strong problem-solving and troubleshooting capabilities.
• Comfortable working independently in a fast-paced environment.
• Ability to collaborate effectively with cross-functional teams.
• Quick learner with the ability to navigate multiple systems and platforms.
• Professional, friendly, and service-oriented mindset.

Benefits

• Be part of a team that values collaboration, responsiveness, and exceptional service.
• Supporting our agents effectively is key to their success.
• Play an important role in delivering a high-quality support experience that helps our agents thrive.