Agent Services Specialist

Position Title:Agent Services Specialist FLSA Status: Non-Exempt Date Created/Last Evaluated: November 2025 Reports to: Sr. Director of Operations Department: 125 Customer Service Employment Status: Full time Supervisory Responsibilities: No Location: 2000 Regency Parkway Cary, NC Summary The Agent Services Specialists serves as a liaison between agents and the company, ensuring agents have the resources, training, and tools necessary to succeed in their roles. The Agent Services Specialist will manage a range of tasks, from onboarding new agents to offering ongoing support in areas such as marketing, compliance, and technology. This role requires excellent communication skills, problem-solving abilities, and a customer-focused mindset to enhance agent satisfaction and productivity. Job Responsibilities Assist in developing a world class customer service support team Make and manage outbound and inbound calls and emails to agents Learn and utilize Zendesk and ZenSell, the ticketing system and CRM Answer questions from Agents via phone, chat or email in real time Administrative tasks that relate to support and technology at Fathom Realty Create Agent subdomains and manage accounts/URLs Import and export data from technology platforms as needed Learn technology platforms and become subject matter experts Contribute to the development and management of new programs and initiatives Learn how to use and answer questions regarding all technology tools utilized by Fathom Realty Learn basic information about the real estate industry. Be a leader with our team. Develop a positive working relationship with our Agents and Home Office colleagues. Support other departments as it relates to training and supporting our Agents Maintain a positive attitude and working relationship with co-workers and agents Quarterly contact with agents via outbound check-ins Required Skills 1-2 years in customer service, administrative, or real estate roles; experience in a fast- paced environment preferred. High school diploma or equivalent; some college or a degree in business or a related field is a plus. Basic understanding of real estate terms, processes, and regulations is a plus Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and real estate software (MLS, CRM, etc.) Preferred Additional Skills High level of professionalism Strong written and verbal communication skills Willingness and ability to effectively solve problems, natural disposition to go the extra step Motivation to do things without waiting to be asked Strong desire to serve and help people, active listening, eagerness to learn, flexibility, trustworthiness, internal drive to grow and succeed while still helping others, reliability, sense of responsibility for ones actions and results Working Hours and Location Mon, Tues, Fri 8:00am-5:00pm Physical Demands The employee is regularly required to stand and sit. Must be able to operate a computer and telephone. About Fathom Holdings Inc. (Nasdaq: FTHM) Fathom Holdings Inc. is a national, technology-driven, real estate services platform integrating residential brokerage, mortgage, title, insurance, and SaaS offerings to brokerages and agents by leveraging its proprietary cloud-based software, intelliAgent.The Companys brands include Fathom Realty, Encompass Lending, Verus Title, intelliAgent, and Real Results.For more information, visitwww.fathomrealty.com . The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the position.All employees may have other duties assigned at any time. About Fathom Holdings Inc. (Nasdaq: FTHM) Fathom Holdings Inc. is a national, technology-driven, real estate services platform integratingresidential brokerage, mortgage, title, and SaaS offerings to brokerages and agentsby leveraging its proprietary cloud-based software, intelliAgent. The Company's brands includeFathom Realty, Encompass Lending, intelliAgent, LiveBy, Real Results, andVerus Title. For more information, visitwww.FathomInc.com . #J-18808-Ljbffr