Regional Support Specialist - Lexington, MA

About the role

We’re looking for a Regional Support Specialist (RSS) to join our Coldwell Banker team. This role is based in one of our branch offices and involves supporting agents, branch leaders, and marketing efforts.

Responsibilities

• Provide white-glove service for agents and clients visiting our offices, promoting the teams available to support them including Primary Services and Transaction Concierge Support agents with any technology, process, or operationally related questions.
• Help with basic social media and marketing support to agents and manage office social media accounts, on-demand.
• Promote a friendly, inclusive office culture that reinforces our agent value proposition.
• Collaborate with the Agent Onboarding Team to facilitate the agent onboarding process as required.
• Conduct comprehensive office orientation, provide training on company tools (such as MoxiWorks, Prospect Square, Listing Concierge, etc.), and introduce affiliated partners while emphasizing mutual support and collaboration.
• Support the Branch Manager with maintaining office promotional items, preparing for and coordinating sales meetings, leading new agent orientations, supporting office culture, and production support of social media marketing for the branch office.
• Avoid the recruitment of agents, including pulling local non-affiliated Agent production reports, new Agent license data, and contact information; setting recruiting appointments and office visits.
• Assist Branch Manager with the intake process for new Agents, as needed.
• Collaborate with the Branch Manager as they provide coaching to new agents, including support of business plan development and implementation.
• Offer support on business-building opportunities and address inquiries related to company tools and processes.
• Serve as an accountability partner for each agent's business goals.
• Identify potential processes or product enhancements to be reviewed and implemented.
• Greet and direct agents and clients to workspaces or conference rooms as applicable.
• Collaborate with our facilities and IT partners to ensure all office items remain in working order.
• Maintain adequate inventory of office supplies and ensure timely distribution of mail.

Qualifications

• Two or more years of customer service experience is preferred, with prior experience in a real estate office being advantageous.
• Familiarity with the use of social media platforms (i.e. Facebook/Instagram) is required.
• An understanding of how these platforms are used in marketing.
• Excellent written and verbal communication skills are essential.
• Proficiency in various operating systems (i.e.- PCs, Macs, and Mobile platforms), as well as the ability to navigate computer software, is required.
• Proficiency with Microsoft Office applications is strongly preferred.
• Ability to communicate effectively with diverse audiences, including agents, branch managers, customers, vendors, and other internal support teams.
• A customer-focused approach, delivery-oriented mindset, and ability to multi-task are crucial.
• Willingness to be nimble and adjust priorities as needed.
• Ability to travel to additional offices in the region on an as-needed basis.

Benefits

• Medical, Dental, Vision, Short-term and Long-term disability benefits, AD&D
• 401(k) savings plan with company match
• Paid Time Off to Include Holidays, Vacation Time, and Sick Time
• Paid Family & Paternity Leave
• Life Insurance Business Travel Accident Insurance
• All employees receive access to LinkedIn Learning
• Tuition reimbursement for approved programs
• Employee Referral Program
• Affordable Care Act compliant health insurance
• Employee Discounts
• Employee Resource Groups