More Than ‘Just a Job’: How Two Leaders Found Their Calling in Customer Care

“The jobs I had before Realtor.com were just jobs,” said Ryan Van der Aa, Manager of Broker Support, ListHub Support and Industry Support at Realtor.com. 

But Realtor.com is different. “The more I’ve looked, the more I’ve come to find that the people at Realtor.com make it a special place to work,” he explained.

Rhonda Alberts, Director of Customer Care, agrees. “Joining Realtor.com means becoming part of a dynamic environment where your contributions matter and your career can flourish,” she said. 

Throughout their time at Realtor.com, both Van der Aa and Alberts have received — and given — tremendous support. 

“With so many different personality types at Realtor.com, each team has its own culture,” said Van der Aa. “What they all have in common is that the people have care and respect for each other. The melting pot of ideas makes us stronger. ”

Curious about working at a company with “talented, passionate professionals who support each other and work together to achieve common goals” (as Alberts puts it)? Find out what makes Realtor.com a great place to grow in your career.

How did you start your career journey at Realtor.com?

Van der Aa: I started in sales at the West Lake Village office.  I worked on the new business team for a few months before being promoted to Account Executive, where I had my own book of business. 

I left the company and returned a year later as a Broker Account Manager.  I was there for three and a half years before transferring to Scottsdale, where I had the same job title in a slightly different role. 

Alberts: I started at Realtor.com in August 2018 as Senior Manager of Customer Care, overseeing and developing the Scottsdale Customer Care inbound team, Email/Chat teams, Resolution, Listhub, and Multiple Listing Service teams. 

What were your previous roles and experiences like at Realtor.com or elsewhere?

Van der Aa: I’ve spent most of my professional career at Realtor.com. I’ve loved working as a Broker Account Manager, learning the ropes of the industry, and supporting some of our most important clients.  The jobs I had before Realtor.com were mostly in retail and customer service.

Alberts: With over 30 years of experience in customer care environments — including over 25 years in various leadership roles — I’ve always thrived in call centers' fast-paced, dynamic nature. I’ve successfully overseen the establishment of startup call centers, built customer care teams from the ground up for Fortune 500 companies, and managed outsourced and international call centers, including locations in the Philippines and Jamaica. 

Additionally, I take great satisfaction in mentoring and developing leaders into positive, supportive, and fair individuals. These leaders inspire their teams and foster a work environment where employees take pride in their contributions and strive for high performance.

What led to you moving into your current role?

Van der Aa: I was looking for a way into leadership because I wanted to be one of the people in the rooms influencing policies and process updates.  During a realignment, I shifted into a role as the lead for the Partner Support (Opcity) team. I was then promoted to Manager of Partner Support.  I took over as Manager of Broker Support while still managing the case/email team for Partner Support, then shifted to supporting the UpNest Support team before landing where I am now.

Alberts: After spending my first three years as a Senior Manager at Realtor.com in Scottsdale, I established processes to streamline and provide consistent experiences across the call center. I then moved to QA, reorganizing the team and guidelines, enhancing their overall impact, and improving their relationships with the team members and leadership.  Shortly after,  I was promoted to Director of Inbound Customer Care, Email/Chat, and QA.

How did the company support you in this process?

Van der Aa: My direct manager has been instrumental in my professional development.  She didn’t just discuss things that would help me in the role — she also dove into the psychology behind leadership and what would make me successful.  She took a genuine interest in helping me develop.  

Similarly, my first boss at Realtor.com was always honest about what I needed to do to hit my goals.  When I found the opportunity in Scottsdale, she showed me how much I was valued in my current position and then did everything she could to support my next move.

Alberts: I’m lucky to have very supportive leaders.  They have been pivotal to my growth here at Realtor.com.

How have you benefited from the skills/experience you’ve gained as you’ve grown in your career at Realtor.com?

Van der Aa: The skills I’ve gained have given me the confidence to present in front of groups and be comfortable and self-aware. They’ve also helped me understand different types of personalities.  I feel I’m a better husband, father, and person due to my experiences interacting with some of the best people I’ve ever met, who all happened to work beside me at Realtor.com.

Alberts: Realtor.com is a company that believes in being supportive and fair and driving results.  The company is also focused on growth and continuous improvement. There’s no room to stagnate or cling to old ways of doing things.  We consistently evolve, which makes the environment exciting and fulfilling. 

Tell us a bit about your current job. What’s your current role, how long have you been in this role, and what is your day-to-day like?

Van der Aa: My current role as Customer Service Manager can be stressful, but working with colleagues, from my direct reports to leadership and technical service team members, makes the job rewarding. 

The day-to-day consists of ensuring that my three teams are aligned.  My number one priority is supporting them by making the time to connect and check in with everyone.  I also meet with my leaders to plan initiatives and discuss projects and team needs. 

Alberts: I’ve been the Director of Customer Care and QA for almost three years, overseeing several teams of customer care managers who support our primary inbound customer-facing teams. 

The day-to-day involves a blend of strategic planning, team management, problem-solving, metric review, support and oversight of the center, handling high-visibility issues, team and leadership development, oversight of quality assurance, and collaboration with others to provide the best possible service to our customers.   

What’s your team culture like? 

Van der Aa: My three teams operate separately, but all want their teams to succeed.  While many of us have different ideas about what would make us successful, the melting pot of ideas makes us stronger as we work together to find solutions.  As a manager, knowing what everyone thinks of me or the culture can be tough, but I try to foster an environment of trust, hard work, and accountability.

Alberts: Our culture is dynamic and fast-paced, with high expectations around service delivery, building rapport, and lasting customer relationships. We also work hard to give our employees the tools and training they need to be successful. 

Why would someone want to work in Customer Care at Realtor.com? What makes the work you and your team do compelling to someone looking to join your company?

Van der Aa:  Within the customer service organization, I’ve had the pleasure of working with many people who inspire me to be my best.

Alberts: As part of our onboarding process, I  connect with new hires and showcase Realtor.com’s exceptional workplace qualities. We take great pride in our Scottsdale site's growth opportunities, supportive leadership, outstanding benefits and pay, and a culture where dedicated and high-performing individuals thrive.

We do impactful work in an innovative environment. Our team is built on collaboration and mutual respect, and we get to work with other talented professionals to meet common goals. We’re committed to the continuous development of our employees. With ample opportunities for training, mentorship, and career advancement, growth opportunities are abundant. And you’ll be recognized and celebrated for the things you achieve.

What do you find most rewarding and challenging about your current work?

Van der Aa: I find interaction with my team and supporting them in reaching their goals at Realtor.com or in their next challenge most rewarding.  I also love collaborating with other leaders and making colleagues laugh.

Being my best self for those around me can be tough as a leader.  Not all days are easy, but my colleagues always make it better.  

What are your favorite things about working at Realtor.com?

Van der Aa: Working at Realtor.com has helped me provide for my family, become a leader, and purchase my first home. My favorite thing is being given the opportunity and support to be a better version of myself.

Alberts: The people at Realtor.com are passionate about their roles, their teams, and our customers. We work hard and push hard to exceed expectations and work to deliver the best in the industry.

Looking back on your career, what has been your most valuable career mistake?

Van der Aa: I spent many years thinking that being good in my role was enough to get the position I wanted. If I could go back in time, I’d start working earlier on providing solution-oriented communication.

Alberts: Early in my career as a leader, I made a valuable mistake: I believed that a successful leader was someone everyone liked and wanted to work for because they were nice and easygoing. I learned that trying to be everyone’s friend doesn’t help people develop. As a leader, it’s your responsibility to coach, mentor — and sometimes deliver tough news that’s critically important for growth and learning.  You can’t help people develop and advance professionally, especially leaders, without being honest. 

What is your best piece of advice for other people who are hoping to grow in the field of Customer Care?

Van der Aa: Ask for time with your leader. Find a mentor. Be clear about your current and future goals and relentlessly try to reach them.  In my experience at Realtor.com, opportunities always arise, and you’ll be happy that you are prepared when the right one opens up.

Alberts: My best advice for those looking to excel in customer care is to always strive for continuous improvement, embrace change, and challenge yourself and your team to be industry leaders. Aim to deliver exceptional service every day.