Real Estate Assistant

Welcome to Our Team!

Congratulations on joining us! As part of our innovative team, you'll play a pivotal role in blending automation with top-notch customer service to revolutionize the Real Estate industry. Our business thrives on efficiency, precision, and personal connection, and you're now a key part of that success.

Overview:

Must speak English and Spanish

Property and Service Knowledge

A deep understanding of our properties and services is crucial. You'll need to:

• Properties: Be familiar with the types and features of properties we manage. Know the ins and outs of each listing to provide accurate, detailed information to clients.• Services: Understand the full range of services we offer. Your knowledge will help guide clients through their options and make informed decisions.

Communicating with Clients

Your communication skills are vital in ensuring client satisfaction and engagement. You'll be responsible for:

• Initial Inquiries: Responding promptly to client inquiries. You'll assess the client's needs, provide detailed information, and encourage them to view other properties if necessary.• Scheduling and Confirmations: Managing and confirming viewing appointments. You'll ensure clients are informed and prepared for their viewings, creating a positive and efficient experience. Foster a friendly, trusting, and personal relationship clients noting• Feedback and Follow-Up: Gathering client feedback after viewings and maintaining ongoing communication. Your follow-ups will be crucial for nurturing client relationships and encouraging future business.

Using the CRM

Our CRM system is your tool for managing client relationships effectively. You'll:

• Client Profiles: Create comprehensive client profiles that track preferences, viewing history, and feedback. These profiles help personalize our services and improve client satisfaction.• Task Management: Use the CRM to organize your daily tasks, set reminders for follow-ups, and manage your workload efficiently.

Handling Common Scenarios

Being prepared for common scenarios ensures you can offer quick and effective solutions:

• FAQs and Troubleshooting: You'll have access to a knowledge base of common questions and issues, along with standard procedures for resolving them.

Conclusion

Your role is at the heart of our mission to combine innovative automation with exceptional customer service. This guide provides the foundation, but your initiative, empathy, and commitment to excellence will truly make the difference. Welcome aboard, and we're excited to see the impact you'll make!

Transcript Scenarios

Scenario 1:

Client: "Hi, I saw your listing for the two-bedroom apartment on Main Street. Is it still available?"

Agent: "Hello! Yes, the two-bedroom apartment on Main Street is currently available. Before we proceed, I'd need to inform you about the move-in requirements

Client: "Sure, no problem."

Agent: The requirements are first and last month's rent, a one-month security deposit which is refundable at the end of the lease, and a $100 application and background check fee per adult. Do you plan on moving in with any pets?"

Client: “Yes, I have a cat”

Agent: "Great, we're pet-friendly! To better assist you and suggest additional options, could you share how soon you need to move, how many adults will be moving in, your credit score, monthly household income, and if there have been any prior evictions?"

Client: "Sure, I'm looking to move within the next month, it's just me and my partner, no prior evictions, and I can provide the financial details over email."

Agent: "Perfect, I'll schedule a viewing for this apartment and also send you information on similar properties in the area. Could you provide your email or preferred method of contact?"

Client: "Yes, my email is john.doe@example.com.

Scenario 2:

Client: "I'm calling about the loft advertised in the downtown area. Can you tell me more about it?"

Agent: "Certainly! The downtown loft features an open floor plan and modern finishes. For move-in, we require the first and last month's rent, a one-month security deposit, and a $100 application and background check fee per adult. Will you be bringing any pets?"

Client: "No pets. But can you tell me what else you might need from me?"

Agent: "Of course. To provide you with the best options, I'll need to know how soon you're looking to move, the number of adults moving in, your credit score, monthly household income, and if there have been any prior evictions."

Client: "Got it. I can give you those details once we confirm the viewing. How do we proceed?"

Agent: "Let's arrange a viewing for this property first. I'll also gather some alternative options for you. Could I have your contact details?"

Client: "Sure, my number is 954-555-1234, and my email is jane.smith@example.com."

Agent: "Thank you, Jane. I'll get that information to you shortly and ensure you find a place that meets your needs."

Scenario 3:

Client: "I'm very interested in the family home listed in the suburbs you have advertised. Could you provide more details?"

Agent: "Absolutely! That family home offers spacious living with a great location for families. For move-in, we require the first month's rent, last month's rent, a one-month security deposit that's refundable at the end of your lease, and a $100 application and background check fee per adult. How about pets? Will you be moving in with any?"

Client: "That sounds just like what we're looking for. And yes, we have a small dog."

Agent: "Perfect, we welcome pets. To ensure this home is the right fit for you and to explore additional properties, I'll need a bit more information. How soon are you looking to move, how many adults will be living in the home, could you share your credit score range, your monthly household income, and have you or any adult moving in had any prior evictions?"

Client: "We're hoping to move in the next two months. It will be myself, my spouse, and our two children, no prior evictions. I prefer to discuss our credit score and income privately, if that's okay?"

Agent: "Of course, I completely understand your need for privacy. We can handle the financial details confidentially over email. Can I have your contact information to arrange a viewing and provide you with more tailored options?"

Client: "Certainly, my email is alex.taylor@example.com, and my mobile is 954-555-6789."

Agent: "Thank you, Alex. I'll send over all the necessary information and follow up with you shortly to confirm the details. We're excited to help you find your perfect family home!

Step by Step process:

1. Prepare for the Call: Before making a phone call, ensure you're in a quiet, distraction-free environment to maintain professionalism and focus. Have your computer or tablet ready with access to your CRM (Customer Relationship Management) system for immediate data entry.

2. During the Call: Engage in active listening while conversing with the client on the phone. Simultaneously, accurately input their personal information, preferences, and any specific requirements they have for a property into the CRM. This ensures all relevant details are captured efficiently for future reference.

3. Customized Property Search: Utilize the MLS (Multiple Listing Service) to conduct a tailored search based on the detailed requirements discussed with the client. Pay close attention to their needs to filter and refine the search results accurately. Compile an email with a curated list of properties that match their criteria and send it to them promptly. This proactive approach helps in narrowing down the options effectively.

4. Solicit Client Feedback: After the client has reviewed the listings, reach out to them through either a phone call or an email to inquire about their interest level in the properties sent. Encourage them to identify their top 3 preferences from the list, emphasizing the importance of this step for further refining their search and focusing on what truly meets their needs.

5. Scheduling Property Viewings: Ask the client for their availability to view the selected properties. Contact the listing agents directly through MLS for a quicker response or by phone to arrange the showings. This step is crucial in advancing the process and requires timely coordination to match the client’s schedule with the availability of the properties.

6. Organize Viewings in Calendar: Log each scheduled property viewing in your calendar, including brief details about each client and property. This organization aids in keeping track of multiple appointments and ensures you're prepared with all necessary information for each viewing.

7. Offer and Application Process: If a client decides to proceed with an offer, guide them through the application process. Email them the application form along with a detailed list of required documents for every adult involved. Advise them on the application fee payment and the process for submitting their documents. Once all materials are received, meticulously prepare the offer and initiate the entry of information into the transaction desk, demonstrating thoroughness and attention to detail.

8. Escrow Arrangements: Facilitate the escrow process by providing the client with a direct deposit link or a phone link that leads to the checking account for escrow payments. This step is vital for securing the property and moving forward with the transaction.

9. Lease Agreement Coordination: Upon approval, the landlord will prepare a comprehensive 20-page lease agreement. Depending on the landlord's preference, the lease may be sent directly to the tenant or through you. Ensure the lease is uploaded to the transaction desk if necessary, and prepare it for electronic signing.

10. Completing the Lease Agreement: Utilize DocuSign or a similar platform to get the lease agreement signed by the tenant. Enter the tenant's information and guide them through the process of adding their initials and signatures where required. This digital approach streamlines the signing process, making it more efficient and accessible for all parties involved.

11. Finalize the Transaction: Once the lease is signed, the landlord will finalize the document. Your role is to create a transaction record and upload it, along with the lease contract, MLS sheet, and escrow letter, to the brokerage account's LoKation Sphere portal. Note any immediate move-in arrangements without escrow to ensure clarity and readiness for the client's transition.

Additional Consideration for Client Eligibility:Be mindful of the client’s credit score and its implications on their housing options (e.g., single-family homes and multi-family homes are suitable options, whereas apartments, condos, and townhouses might not be available to those with lower credit scores).

Job Type: Full-time

Experience level:

• 1 year
• 2 years
• Under 1 year

Schedule:

• 8 hour shift

Experience:

• Sales: 1 year (Required)

Work Location: Remote