Job Details
Job Summary:
Under the general direction of the Director, uses a "soft sell" approach to capture and help sales associates convert online customers. Utilizes a variety of resources to interact with and provide information to prospective home purchasers/sellers. Provides service and information to customers to include conducting follow-up with customers and sales associates in order to capture prospects and generate referrals for sales associates. Uses lead management system/CRM tools to refer customers to select sales associates and then assist in converting these leads into closed sales.
Requires flexibility to work a varied work schedule to include evening and weekend hours, as warranted.
Key Responsibilities (Essential Job Functions)
- Answers telephone inquires from customers browsing the company website and other online sources. Ensures customer is connected with appropriate L&F business line if interested in other real estate services.
- Reviews and refers qualified customers to L&F Sales Associates using the Lead Management System/CRM. Ensures customer is connected with appropriate L&F business line if interested in other real estate services.
- Acts as a customer service base for all L&F Managers, Sales Associates, and Staff.
- Expert Usage of all systems including the LeadTrax lead management system, and additional systems as they are needed; Point of contact for company lead management system interface and tasks.
- Regular oversight of the CRM automated follow-up process through agent and customer outreach. Performs regular and ongoing follow-up with customers who are not ready to interact or be referred to a sales associate.
Performance Expectations- Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
- Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
- Establish and maintain positive and productive work relationships with all staff, customers and business partners.
- Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development.
- Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.
QualificationsEducation:
- Associate's degree or higher education; Bachelor's degree preferred
Knowledge and Skills:
- Knowledge of contact management principles.
- Must have excellent customer service skills, as well as solid sales and computer skills
Other (licenses, certifications, schedule flexibility/OT, travel, etc.):
- Must have an active real estate license
We offer a competitive benefits package including medical, dental, vision, 401(k), paid time off and life insurance options.
Equal Opportunity Employer