Client Experience Supervisor - Pacific Time Remote

Client Experience Supervisor

Join our team to provide a seamless transaction process from contract to close. Lead a remote group of Client Experience Specialists who manage transaction processes for agents. This role manages a small volume of transactions and serves as the first point of escalation for questions and issues. Manage 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.

• Lead a team of Client Experience Specialists to provide best in class client experience services.
• 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.
• Act as first point of escalation for questions and issues for the CES team, agents and branch leadership.
• Work with Regional Support and Agent Onboarding specialists to identify agents for promotion of client experience services.
• Act as liaison to branch leadership.
• Serve as knowledge expert of contractual dates, deadlines, tasks, operational process, tools and systems.
• Identify customer needs and resolve complaints in a timely and effective manner.
• Collaborate with field leadership to promote increased agent adoption rates of service.
• Assist with resolution of issues and proactively reduce errors via collaboration with agent services departments.
• Continuously evaluate procedures and seek improvements and efficiencies.
• Analyze customer feedback for performance management of Client Experience Specialists team.
• Work with other teams within the center to seek overall improvements for the LOC(s).

• 3-5 years business experience; 1-2 years supervisory experience preferred.
• Prior real estate and customer service experience 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.
• People-first approach; ability to coach team to provide exceptional customer service.
• Ability to learn and navigate multiple software systems with high competency.
• Demonstrated ability to identify and resolve problems timely, gather and analyze information and maintain confidentiality.
• History of effectively collaborating with different departments and leaders.
• Adaptable; able to prioritize and manage competing demands; willing to try new things.

• 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 and paternity leave.
• Life insurance.
• Business travel accident insurance.
• Access to Linked In Learning.
• Employee referral program.
• Adoption assistance program.
• Employee assistance program.
• Health and wellness program and incentives.
• Employee discounts.
• Employee resource groups.

EEO Statement: EOE including disability/veteran.