Position title
Client Care Specialist SWANSON TEAM MESA, AZ US
Description
Swanson Team

Do you:

 

  • Have real estate experience?
  • Possess a CAN DO attitude?
  • Enjoy providing a top-notch customer service experience?
  • Have a professional and inviting phone etiquette?
  • Take pride in being able to remain calm and collected despite your surroundings?

 

Perfect. Our future real estate transaction coordinator does too!
Our real estate transaction coordinator serves as an in-between – they are a liaison between our real estate agents, clients, escrow companies, and mortgage brokers during a real estate transaction.

Responsibilities
  • Provide exceptional customer service throughout the entire transaction process
  • All checklists and tasks to be completed per The Swanson Team Standard
  • Follow up with individuals as needed (client, cross-agent, lender, title, and/or team members to ensure all deadlines are met and contingencies are executed per contract
  • Maintain accurate and compliant files per the Market Center and The Swanson Team Guidelines for all transactions
  • Create files in Outlook and OneDrive. All files to be maintained per naming conventions and kept organized and up to date
  • Understand the contracts in order to summarize all imports terms, conditions, and contingency dates to protect the client, Team, and Market Center
  • Communicate with agent and team during the transaction including all important dates, missing documents, calendar reminders, file compliance status, etc
  • Communicate via text/call or email (client preference) daily, sending reminders of appointments, inspections, appraisals, and what to expect next during the listing/closing process
  • Establish relationships with all third parties including lenders, inspectors, appraisers, and all agents to ensure a smooth transaction for all vendors and clients know all relevant information
  • Draft any addenda needed during the transaction and ensure all addenda are shared with appropriate parties. (Client, lender, title, and cross agent)
  • Be the first point of contact/resource for all questions that arise throughout the closing process from the client, lender, title, and cross agents
  • Ensure that the lead agent is aware of any issues and how you are handling/negotiating issues. If the issue escalates communicate the issue for directions to resolve
  • Provide easy, educational, fun service in order to ask for a 5-star review throughout the transaction. The client should be asked multiple times for a 5-star review
  • Coordinate closing with title, client, and agent. Print settlement statement and any other documentation needed for signing appointment
  • Provide weekly wrap-up that summarizes the transaction’s status, as well as informing the client of upcoming deadlines and next steps in the process
  •  Receive referrals on 80% of all listings by asking for the referral every time
  • Client care team member satisfaction rating of 80% or higher
  • Achieve agent satisfaction rating of 80% or higher
  • Receive testimonials on 100% of all listings by the time they go under contract or sooner - sends out testimonial requests according to team standards and systems
  • Incentives and bonuses based on the number of clients contacted
  • Update clients via text and call every day
  • The main point of contact handling customer inquiries and calls – our team provides concierge client attention to each and every client – because people are what matter most
  • Respond to all incoming client communications the same day within normal business hours
  • Audit all listing files - update Command accordingly
  • Foster customer loyalty/referrals through high-quality interactions at each step. Client care and coordination. Keep the lead agent informed regarding problems or issues that have been handled or need support. Always owning the responsibility of completion.
  • Management of VA support through effective systems and task planning
  • Ensure that 100% of listing clients are introduced to The Promise/referral program
  • before the listing goes under contract
  • Answers incoming calls for the team and delegates accordingly
  • Create and send pre-listing paperwork
  • Create Listing Presentation and CMAs/pricing
  • Manage all pre-listing tasks and consult and coordinate with Sellers on photos, staging, repairs, cleaning, signage, access requirements, and marketing activities
  • Send out Listing Agreement and Disclosures for signature via Docu-sign and manage KW compliance
  • Order Home Warranty when applicable
  • Preferred vendor/client coordination when applicable
  • Schedule sign installation, photography, and staging
  • Build a listing in the MLS system to include photography selection, remarks writing, and input verification
  • Manage Showing System and instructions for each listing, as well as all feedback provided
  •  Handles any changes or updates that need to be made in MLS: price change, status change, etc.
  • Monitors marketing sites for proper syndication: KWLS, Trulia, Realtor.com
  • Order marketing material for the agents: Just listed postcards, flyers for showings, any specific marketing requests for video, virtual tour, social media, etc.
  • Update Team transaction checklist and reports regularly so most up-to-date information is provided
  • Update CRM with pertinent information after each interaction with each client
  • Meeting commitments and goals set on 4-1-1
  • Save customer information in the CRM system, forward all necessary paperwork to the office broker for file compliance, and track transaction activities
  • Review all documentation and confirm each has the proper signatures and dates to complete the home sale process quickly and smoothly
  • Supervise all administrative duties for the home buyer and seller transactions from contract to close
  • Help agents, customers, and other parties with all escrow paperwork, including appraisals, titles, and mortgage loans
  • Coordinate and attend all closing procedures, such as moving schedules
  • Qualifications
  • Driven by a desire to provide excellent customer service and a great customer experience
  • Experience in the real estate industry, transaction management or coordination, titles, and/or mortgages preferred
  • Applicants must possess exceptional organizational and verbal and written skills
  • Real estate license preferred
Qualifications
  • Must be comfortable using Microsoft Office
  • Comfortable meeting deadlines and handling confidential information
  • Strong organizational skills, communication skills, time management skills, and interpersonal skills

 

 

 

 

 

 

 

  • Ability to effectively communicate both written and orally – great at guiding conversations and maintaining phone professionalism and conversation control
  • Display excellent customer service skills
  • Self-motivated and able to work well independently
  • Able to set priorities, plan and organize tasks and complete tasks on time
  • Demonstrate problem assessment and problem-solving skills
  • Strong organizational and follow-through, ownership, and accountability
  • Ability to learn new processes and procedures – has an ‘open minded’ positive attitude
  • Extreme attention to detail and accuracy
  • Desire to exceed customers’ and agents’ expectations
  • Maintain a goal-oriented focus
  • Demonstrate initiative, reliability, and teamwork skills

 

Job Benefits
$45,000 - $65,000
Employment Type
Full-time
Job Location
Base Salary
$45,000-$65,000
Date posted
November 17, 2021
PDF Export
Close modal window

Position: Client Care Specialist SWANSON TEAM MESA, AZ US