Consumer Success Manager
Company: realtor.com
Location: Austin
Posted on: January 14, 2021
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Job Description:
The Consumer Success Manager (CSM) position is responsible for
developing, leading, counseling, motivating and managing a team of
CSRs to achieve goals and quota by delivering superior service and
resolution to realtor.com clients. The CSM is responsible for
providing the necessary tools, information, and coaching for CSRs
to be successful. This includes creating a safe and fun to culture
to promote employee morale and engagement.What will you do?* Drive
CSR dials and activities while maintaining a high standard for
Quality and adherenceto the Rules of Engagement.* Coach CSR reps on
Quality, tone, script adherence, and customer service abilities
through,call monitoring, call breakdowns and performance management
with ongoing training* CSRMs should be a steward of the scripts,
Sales, and Quality processes and should coachand manage Reps in
accordance in order to develop them, drive productivity, and
ensurethe requirements are understood* Proactively identify
opportunities for corrective action and counsel, discipline,
and/oradminister warnings to Reps when adherence to policy and
Quality are not met* Manage Reps' attendance, time-off requests,
overtime accrual, and schedules bycommunicating guidelines and
upholding expectations on company policies* Lead team meetings to
discuss daily operations and performance to create a strong senseof
motivation and encouragement* Hold 1-on-1 meetings and call
breakdowns with each Rep on his/her team* Monitor Rep Focus Fire
interaction and provide coaching for compliance with best
practices,policies, and Rules of Engagement* Collaborate with
Quality to understand emergent trends and implement best practices*
Collaborate with Training to facilitate a successful transition
from Training to the floor* Participate in interviewing prospective
CSR candidates and assessing the necessary skillsand traits that
best align with the position and the realtor.com culture*
Collaborate with other CSMs to creatively foster a fun and positive
work environment* Provide reports and/or assessments of Rep
performance, attendance, development,achievements, as requestedAt
realtor.com--, we believe that everyone deserves a home of their
own. We're a community of nearly 2,000 employees that work hard to
ensure that from the moment someone starts dreaming about a new
home, to the moment they walk in the door and beyond, we're there
to lend a helping hand. Every month, 70 million people trust us
with their journey home by visiting our site and mobile apps, and
we'd love to have you join our team to help.We've got great offices
across Canada and the US and lots of sweet jobs to choose from, so
we're hoping you'll join us on our journey to make home buying and
selling easier, and more rewarding for everyone.Let's make a
difference, together. For Real.Diversity is important to us,
therefore, realtor.com is an Equal Opportunity Employer regardless
of age, color, national origin, race, religion, creed, gender, sex,
sexual orientation, gender identity and/or expression, marital
status, status as a disabled veteran and/or veteran of the Vietnam
Era or any other characteristic protected by federal, state or
local law. In addition, realtor.com will provide reasonable
accommodations for otherwise qualified disabled
individuals.#LI-VV1
Keywords: realtor.com, Austin , Consumer Success Manager, Executive , Austin, Texas
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