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Careers that Help Everyone Home.
The Role
Provides bilingual customer support through phone, email, and chat. Resolves inquiries and complaints, documents interactions, escalates priority issues, provides product information, follows up on resolutions, and collaborates on service improvements. The role also leads team projects, meets performance metrics, and maintains current knowledge of company products and policies in a hybrid work environment.
Summary Generated by Built In
As the Voice Associate II, you will serve as the face and voice of the Company. You will interact with Xome customers/clients across multiple channels (voice, email, chat), providing white glove customer service to effectively solve customer issues, complaints, and inquiries across multiple lines of business. You will be held accountable for leading special projects, performing to KPI's and meeting quarterly metrics provided by executive leadership.
In-office work schedule: Tuesday/Wednesday onsite at office in Lewisville (Monday/Thursday/Friday work remote):
About the role
About you
What you'll get
Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We've got your back. Check out our full list of Benefits and Perks.
About us
Xome® is a technology-driven real estate company and a subsidiary of Rocket, headquartered in Lewisville, Texas. As a leading innovator in the industry, we use technology to transform the way people buy and sell homes. When you join Xome, you join a team that values curiosity, ownership, and bold thinking. You will take on meaningful challenges, learn from experts across real estate and technology, and have real opportunities to grow. We are insistently different in how we look at the world and committed to an inclusive workplace where every voice is heard. Apply today to grow your career, enjoy amazing benefits, and work alongside leading industry professionals.
This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws. Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team, at [email protected] .
In-office work schedule: Tuesday/Wednesday onsite at office in Lewisville (Monday/Thursday/Friday work remote):
- On-site: Tuesday-Wednesday at Lewisville office, 10:00 AM-7:00 PM
- Remote: Monday, Thursday-Friday, 10:00 AM-7:00 PM
- Saturday rotation: One Saturday every 5 weeks, 12:00 PM-5:00 PM
About the role
- Respond to customer inquiries via phone, email, or chat.
- Lead special projects for the team.
- Resolve customer issues and complaints in a timely and efficient manner.
- Identify and escalate priority issues to appropriate teams or managers.
- Document customer interactions and transactions in a clear and concise manner.
- Provide accurate product and service information to customers.
- Follow up with customers to ensure their issues have been resolved.
- Collaborate with other team members to improve customer service processes and procedures.
- Stay up to date with company products, services, and policies.
- Maintain a positive and professional attitude towards customers and colleagues.
About you
- High school diploma or GED
- Minimum of 1 year of related professional level work experience or equivalent combination of education and related work experience.
- Strong verbal and written communication skills
- Ability to provide friendly, professional, and solution-oriented customer service
- Basic computer proficiency, including experience with email, data entry, and common software applications
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
- Strong problem-solving skills and attention to detail
- Ability to work independently as well as part of a team
- Reliable attendance and punctuality
What you'll get
Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We've got your back. Check out our full list of Benefits and Perks.
About us
Xome® is a technology-driven real estate company and a subsidiary of Rocket, headquartered in Lewisville, Texas. As a leading innovator in the industry, we use technology to transform the way people buy and sell homes. When you join Xome, you join a team that values curiosity, ownership, and bold thinking. You will take on meaningful challenges, learn from experts across real estate and technology, and have real opportunities to grow. We are insistently different in how we look at the world and committed to an inclusive workplace where every voice is heard. Apply today to grow your career, enjoy amazing benefits, and work alongside leading industry professionals.
This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws. Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team, at [email protected] .
Skills Required
- High school diploma or GED
- At least 1 year of related professional-level work experience or equivalent combination of education and related experience
- Strong verbal and written communication skills
- Ability to provide friendly, professional, solution-oriented customer service
- Basic computer proficiency, including email, data entry, and common software applications
- Ability to multitask, prioritize, and manage time effectively
- Strong problem-solving skills and attention to detail
- Ability to work independently and as part of a team
- Reliable attendance and punctuality
Rocket Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is portrayed as comprehensive—medical, dental, vision, mental-health resources, and access to the Rock Health Collective—with strong sentiment around plan quality. Feedback suggests these offerings are a consistent standout across roles.
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Parental & Family Support — Parental leave, childcare subsidies, fertility benefits, and adoption/foster assistance are highlighted as part of a broad family-support portfolio. Feedback suggests these programs materially enhance the perceived value of the total rewards package.
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Leave & Time Off Breadth — A generous PTO policy is advertised and often described as a substantial benefit. Feedback suggests time off is generally well regarded despite role-by-role variation.
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The Company
What We Do
We’re a Detroit-based company obsessed with helping our clients achieve the dream of homeownership and financial freedom. Our flagship business, now known as Rocket Mortgage, was founded by Dan Gilbert in 1985. Since then, we’ve revolutionized the mortgage industry – twice – and taken our place as the industry leader. Today, the Rocket brand is synonymous with providing simple, fast and trusted digital solutions for complex transactions. When you need a mortgage, a real estate agent or a personal loan, Rocket gets you there fast.
Why Work With Us
Powered by AI and driven by human ingenuity, our trailblazing teams create endless pathways toward a future of possibility. By pairing relentless innovation with real empathy, we’re building the future of homeownership – together.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
Not Specified
