Client Experience Supervisor - Eastern time US 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 Specialists who directly manage the Client Experience transaction process for the agents. This position will manage a small volume of transactions and serve as the first point of escalation for question and issues.  The Lead will manage the performance, capacity and workflow of the team and partner with the Client Experience Manager to build the culture of the team.   

This position is 100% remote. 

Responsibilities: 

Team Supervision:  Lead a team of Client Experience Specialist to provide “best in class experience” of client experience services. This includes:  

• Provide assistance with staff orientation/training 
• Manage capacity and workflow of each specialist 
• Coordinate and facilitate team meetings 
• Prepare staff schedules; Manage vacation requests; Review and approve timecards 
• Perform annual performance reviews and performance management as needed 

Collaboration and Service:  Acts as first point of escalation for questions and issues for the CES team, agents and branch leadership.  This includes but is not limited to: 

• Working with Regional Support and Agent Onboarding specialists to identify agents for promotion of client experience services  
• Act as Liaison to branch leadership  
• Be the “knowledge expert” of the contractual dates and deadlines, tasks, operational process, tools and systems  
• 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 
• Collaborate closely with all agent services departments to assist with resolution of issues and proactively reduce errors

Finding a Better Way: 

• Continuously evaluate procedures and seek improvements/efficiencies 
• Analyze customer feedback for performance management of Client Experience Specialist team 
• Work with other teams within the center to seek overall improvements for your LOC(s) 

Qualifications: 

• 3-5 years business experience; 1-2 years previous supervisory experience preferred. 
• Prior Real Estate and customer service experience strongly preferred. 
• Conveyancing experience is strongly preferred. 
• 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.