Client Experience Supervisor - Pacific Time US Based Remote

Responsibilities

• Team Supervision: Lead a team of Client Experience Leads to drive team success.
• - All aspects of hiring, interviewing and on-boarding
• - Staff orientation/training
• - Ongoing training and development
• - Prepare staff schedules; manage vacation requests; review and approve timecards
• - Perform annual performance reviews and performance management as needed
• Collaboration and Service: Act as main point of contact for all client experience services within an assigned market.
• - Provide support with deal escalations and field leadership questions
• - Identify customer needs and take proactive steps to maintain positive experiences, as well as resolve customer complaints and issues in a timely and effective manner
• - Work with field leadership to promote and increase agent adoption rates of service
• - Partner with marketing/field leadership to build agent awareness and understanding of services as well as positioning to newly affiliated or pending affiliation agents
• - Collaborate with affiliate partners to enhance efficiencies of processes and communications
• Finding a Better Way: - Continuously evaluate procedures and seek improvements/efficiencies
• - Analyze customer feedback as well as prepare reports for review and recommendation
• - Work with other teams within the center to seek overall improvements for your LOC(s)

Qualifications

• 5-7 years business experience; 2-3 years previous supervisory experience strongly preferred.
• Prior Real Estate and customer service experience strongly preferred.
• Ability to provide feedback to employees through coaching and training to further their success and a willingness to motivate staff; a leader by example willing to take on additional duties as needed.
• 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 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.