Customer Service Manager

Job Description

Client Experience Manager (Real Estate Operations)

RP Home Group w/ Keller Williams First Coast Realty | Northeast Florida (In-Office)

Full-Time

RP Home Group is a growing real estate team based in Northeast Florida focused on delivering a high-level, consistent client experience while contributing to the growth and prosperity of our local communities.

We are building a business centered on strong systems, clear communication, and a standard of service that goes beyond the typical real estate transaction.

We are seeking a highly organized, proactive Client Experience Manager to own and elevate the client journey from signed agreement through closing.

This role serves as the primary point of contact for clients and is responsible for ensuring every transaction is handled with clarity, organization, and professionalism. You will work closely with our agents and a backend Transaction Coordinator to ensure timelines are met, communication is consistent, and clients feel supported every step of the way.

This is not a traditional administrative role. This position requires ownership, attention to detail, and a strong service mindset.

Key Responsibilities

Client Experience

• Serve as the main point of contact for clients from agreement to closing
• Provide proactive communication so clients always know what’s happening and what’s next
• Anticipate needs and resolve issues before they escalate
• Deliver a consistent, high-level client experience throughout the transaction

Transaction Coordination (Front-Facing)

• Manage timelines from listing to contract to closing
• Coordinate vendors, inspections, and key milestones
• Ensure all parties are aligned and informed throughout the process
• Work with the Transaction Coordinator to ensure accuracy and compliance

Agent Support

• Support a team of 4 agents across approximately 5–10 transactions per month
• Keep agents organized, informed, and ahead of deadlines
• Reduce operational friction so agents can focus on revenue-generating activities

Systems & Process Improvement

• Follow and improve existing workflows and checklists
• Identify inefficiencies and contribute to better systems over time
• Maintain organization and consistency across all transactions

Success Metrics

• 95%+ 5-star client reviews
• Minimum of 2 reviews per transaction
• High agent satisfaction and support
• Smooth closings with no surprises
• Issues handled proactively before escalation

Compensation

• $40,000 – $60,000 base salary (based on experience)
• Opportunity for performance-based growth and increased responsibility

Work Environment

• Full-time, in-office position in Northeast Florida
• Collaborative team environment
• Fast-paced with multiple active transactions

To be considered for this role, please submit your resume

Final Note

We are not looking for someone to simply complete tasks.

We are looking for someone who takes ownership, anticipates needs, and is committed to delivering a consistently high-level client experience.

$45,000

• Serve as the primary point of contact for clients from agreement through closing
• Provide proactive communication so clients always know what’s happening and what’s next
• Manage transaction timelines from listing to contract to closing
• Coordinate vendors, inspections, appraisals, and key milestones
• Ensure all parties (clients, agents, title, lenders) are aligned and informed
• Work closely with the Transaction Coordinator to ensure accuracy and compliance
• Support a team of agents by handling coordination and communication tasks
• Maintain organization across multiple transactions, ensuring no deadlines are missed
• Anticipate potential issues and resolve them before they escalate
• Follow and improve checklists, workflows, and systems
• Ensure all client touchpoints reflect a high level of professionalism and service
• Drive review generation by requesting and following up for client feedback

Required

• 1+ year of client-facing or customer service experience
• Strong written and verbal communication skills
• High level of organization and attention to detail
• Ability to manage multiple tasks and deadlines simultaneously
• Proactive mindset with strong problem-solving ability
• Comfortable working in a fast-paced, team-oriented environment

Preferred

• Experience in real estate or transaction coordination
• Background in hospitality, client service, or event coordination
• Experience with CRM systems (Follow Up Boss is a plus)
• Interest in systems, process improvement, and operational efficiency

RP Home Group Keller Williams First Coast Realty is a team of experienced, licensed real estate agents serving the Jacksonville, Orange Park, FL metro area. With a proven track record of getting results quickly and a direct line of communication at all times.

Our efforts have been reflected in our being ranked in the top 1% of real estate agents in all of Northeast Florida. We remain focused daily on providing the type of service that is worthy of introductions from clients to their friends, neighbors, co-workers, and families. We look forward to serving you and providing exceptional service.

Real estate is more than a career to us; it is our passion, and it has been our honor to serve families for the past two decades to achieve their real estate goals. Getting to help military families as a fellow veteran with the sale or purchase of their home is such an honor, and every family we serve, we are grateful for.