Call Center Specialist

About the role

Zown is a buyer-first real estate platform operating across Canada and the U.S., helping people achieve homeownership faster through a commission-funded model that can give eligible buyers up to $25,000 toward their home purchase. The Call Center Specialist is a full-time remote role supporting prospective and current homebuyers during their interactions with Zown.

Key responsibilities

• Handle inbound and outbound calls, emails and chat inquiries, explaining Zown's services, processes and policies clearly.
• Assist buyers with account setup, appointment scheduling, status updates and basic troubleshooting.
• Document every interaction in Zown's systems.
• Resolve customer issues daily, escalate complex cases to the right team members and follow up until they are resolved.
• Maintain accurate records, meet performance metrics and share feedback to improve customer experience and call center operations.

Required profile

• Strong customer support and service skills, with empathy, problem-solving and a buyer-first mindset.
• Excellent verbal and written communication and active listening.
• Experience in contact centers or similar high-volume customer interaction environments.
• Ability to work independently remotely, manage time well and stay organized in a fast pace.
• High attention to detail when documenting interactions and updating records.
• High school diploma or equivalent; post-secondary education or customer service certifications are a plus.
• Prior experience in real estate, financial services or consumer-facing tech platforms is an asset but not required.

Required skills

• Comfort with CRM tools and call center software.
• Email and online collaboration platforms.