Client Experience Supervisor – Pacific Time US Based RemoteAnywhere Real Estate • Miami, Florida, United States
Client Experience Supervisor – Pacific Time US Based Remote
Anywhere Real Estate
- Miami, Florida, United States
- Miami, Florida, United States
Über
At Anywhere Real Estate we are reimagining the home buying and selling journey. Coldwell Banker Realty has an exciting opportunity for a Client Experience Supervisor to lead a remote team and support a seamless transaction process from contract to close. The Supervisor will manage a small volume of transactions, serve as the first point of escalation for questions and issues, and partner with the Client Experience Manager to build the team culture. This position is 100% remote. Responsibilities
Team Supervision: Lead a team of Client Experience Specialists to provide a best-in-class client experience. This includes: Provide assistance with staff orientation/training Manage capacity and workflow of each specialist Coordinate and facilitate team meetings Prepare staff schedules; Manage vacation requests; Review and approve timecards Perform annual performance reviews and performance management as needed Collaboration and Service: Act as the first point of escalation for questions and issues for the CES team, agents and branch leadership. This includes but is not limited to: Work with Regional Support and Agent Onboarding specialists to identify agents for promotion of client experience services Act as liaison to branch leadership Be the knowledge expert of contractual dates and deadlines, tasks, operational process, tools and systems Identify customer needs and take proactive steps to maintain positive experiences, and resolve customer complaints and issues in a timely and effective manner Work with field leadership to promote and increase agent adoption rates of service Collaborate with all agent services departments to assist with resolution of issues and proactively reduce errors Finding a Better Way: Continuously evaluate procedures and seek improvements/efficiencies Analyze customer feedback for performance management of the Client Experience Specialist team Work with other teams within the center to seek overall improvements for your LOC(s) Qualifications
3-5 years of business experience; 1-2 years of previous supervisory experience preferred Prior real estate and customer service experience strongly preferred Ability to work remotely with a sense of urgency in a fast-paced, high-volume, paperless environment while ensuring quality work from team members Excellent verbal and written communication skills A people-first approach with the ability to keep the agent and consumer at the center of the transaction; ability to coach the team on providing exceptional customer service throughout the transaction process Ability to learn and navigate multiple software systems with an elevated level of competency Demonstrated ability to identify and resolve problems in a timely manner, gather and analyze information thoughtfully and maintain confidentiality Demonstrable history of effectively collaborating with different departments and leaders Adaptable, able to prioritize and manage competing demands with a willingness to try new things EEO Statement: EOE including disability/veteran
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Sprachkenntnisse
- English
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