Client Experience Supervisor - Pacific Time US Based Remote

At Anywhere Real Estate our mission is clear. We are reimagining the home buying and selling journey while leading the industry into the future. Coldwell Banker Realty has an exciting opportunity for you to be a part of it!

We are looking for a Client Experience Supervisor to join our team and add value to our real estate agents experience by assisting with creating a seamless transaction process from contract to close. In this role you will lead a group of remote Client Experience Lead team members who directly manage the Client Experience Specialists. This position is uniquely poised to not only drive the efficiency and product quality of the team, but to also play a pivotal role in developing and building the culture of the team. The primary focus of this position is to hire, train, develop and engage the Client Experience Leads and indirectly support their supervision of the Specialists on their team.

This position is 100% remote.

Responsibilities:

Team Supervision: Lead a team of Client Experience Leads to drive team success. This includes:

• 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. This includes but is not limited to:

• 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.

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