Customer Service Manager

Customer Service Manager
Position Overview:
We are seeking an enthusiastic and dynamic Agent Experience Manager to join our real estate organization. As the Agent Experience Manager, you will play a pivotal role in ensuring that our agents have a positive and fulfilling experience from the moment they join the company and throughout their tenure. You will work closely with the Marketing and Onboarding teams to create a seamless onboarding process and collaborate with agents regularly to ensure they receive the attention and support they need for success. The ideal candidate will be a charismatic cheerleader and ambassador for our company, promoting programs, events, and contests to boost agent engagement and morale. Additionally, the Agent Experience Manager should possess exceptional interpersonal skills to handle complaints and provide a calming voice during difficult situations. Located preferably in the Eastern Panhandle of WV or the Shenandoah Valley of VA, you will serve as the go-to person for agents, offering wide knowledge of our tools and resources to address their needs effectively.
Responsibilities:
1. Onboarding Support: Collaborate with the Marketing and Onboarding teams to ensure a smooth and positive onboarding experience for new agents, providing the necessary resources and information to help them hit the ground running.
2. Agent Engagement: Regularly touch base with agents to gauge their satisfaction, address concerns, and offer support to foster a sense of belonging and loyalty to the company.
3. Retention Strategies: Develop and implement retention initiatives to keep agents engaged, happy, and motivated to achieve their goals within the organization.
4. Communication and Advocacy: Serve as a cheerful and energetic ambassador for the company, regularly reminding agents about upcoming programs, events, contests, and other exciting opportunities.
5. Complaint Handling: Act as a calming and empathetic voice when agents encounter challenges or have complaints, proactively seeking solutions and ensuring a positive resolution.
6. Resource Guidance: Possess in-depth knowledge of our tools, systems, and resources to guide agents in the right direction when they require support or assistance.
7. Training and Development: Work with the Learning and Development team to identify agent training needs and facilitate workshops or sessions to enhance agent skills and knowledge.
8. Feedback Collection: Gather feedback from agents regarding their experiences, suggestions for improvement, and relay this information to the appropriate departments for continuous enhancement of our services.
Requirements:
1. Outgoing and Friendly: Highly approachable with an engaging personality, able to build strong relationships with agents and colleagues alike.
2. Empathetic Listener: Display excellent listening skills and empathy, with the ability to understand and address agent concerns and challenges effectively.
3. Communication Skills: Exceptional verbal and written communication skills to convey information clearly and persuasively.
4. Problem-Solving Abilities: Proven track record in resolving issues and finding creative solutions to challenges.
5. Real Estate Knowledge: Familiarity with the real estate industry, including its terminology, processes, and challenges, is preferred.
6. Customer Service Orientation: Previous experience in Customer Service or agent support roles is advantageous.
7. Location Preference: Located preferably in the Eastern Panhandle of WV or the Shenandoah Valley of VA to be easily accessible to agents in the region.
8. Enthusiasm and Passion: A genuine passion for real estate and a keen desire to help agents succeed in their careers.
Join our passionate team of real estate professionals and take the next step in your career as an Inside Sales Agent. Apply now and become an integral part of our organization's growth and success!
Discover the Coldwell Banker Premier difference and experience the utmost in professionalism and personalized service. Contact us today to explore your real estate opportunities and let us help you make your dreams a reality. Call or email Teresa Bratcher, Vice President of Talent Attraction at 937-287-6083, or email teresabratcher@premiermove.com! We look forward to working with you!!
See all of our available positions and locations on our website cbpremiermove.com/careers.
Compensation: $40,000.00 - $44,000.00 per year
"Our core values are pretty simple, just do the right thing."
Steve DuBrueler, Founder & CEO of Coldwell Banker Premier
Globally Known. Locally Owned
Coldwell Banker Premier is a powerhouse in the Mid-Atlantic. We are a real estate firm with 17 offices and over 250 agents. Although we are widespread, our offices are very community-focused and function like small companies. Each office has their own unique culture that's mae possible by the collaboration of our agents, brokers, and staff.
We are licensed in VA, WV, MD, NC, PA, DE, and DC.