Manage quality controls and processes for Back Market's Innovation Lab, ensuring adherence to standards for refurbished devices. Engage with clients and sellers for quality enhancement and brand awareness.
About the role
- Manager leading Regional Support team for Coldwell Banker Realty. Overseeing hiring, training, and collaboration with real estate agents.
Responsibilities
- Lead a team of Regional Support Leads to drive team success including all aspects of hiring, interviewing and on-boarding.
- Staff orientation/training and ongoing training and development.
- Prepare staff schedules; manage vacation requests; review and approve timecards.
- Perform annual performance reviews and performance management as needed.
- Act as main point of contact for all Regional Support Leads within an assigned market.
- Act as Liaison to branch leadership and RVP’s.
- 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 closely with marketing/field leadership to build agent awareness and understanding of services as well as positioning to newly affiliated or pending affiliation agents.
- Continuously evaluate procedures and seek improvements/efficiencies.
- Analyze customer feedback as well as prepare reports for review and recommendation.
- Work with other teams within the center to seek overall improvements for your LOC(s).
Requirements
- 5-7 years business experience; 2-3 years previous supervisory experience strongly preferred.
- Prior Real Estate and customer service experience strongly preferred.
- Ability to provide feedback to employees through coaching and training to further their success and a willingness to motivate staff; a leader by example willing to take on additional duties as needed.
- 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. 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.
Benefits
- 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 & Paternity Leave
- Life Insurance
- Business Travel Accident Insurance
- All employees receive access to LinkedIn Learning
- Tuition reimbursement for approved programs
- Employee Referral Program
- Adoption Assistance Program
- Employee Assistance Program
- Health and Wellness Program and Incentives
- Employee Discounts
- Employee Resource Groups
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