Agent Support Specialist
SERHANT.
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Actively engage with Agents on a day-to-day basis to assist in their daily workflow regarding task completion.
- Contribute to month over month increased Agent adoption and engagement by a minimum 10% when it comes to S.MPLE usage.
- Manage 60+ incoming Agent requests effectively with accuracy and high-quality deliverables.
- Maintain all departmental Service Level of Agreements when it comes to Agent communication and turnaround times.
- Perform onboarding procedures for new S.MPLE Agents.
- Leverage internal and external AI tools and technology that are provided.
- Act as the Quality Control checkpoint before delivering an Agent their requested items.
- Database Management: Maintain and update databases, ensuring accurate and timely entry of information and generate reports as required.
- Collaborate with the brokerage team on agent onboarding, starting day one, to help establish efficient daily habits with Agents.
- Support VIP Agents and Teams to leverage their business growth.
- Liaison effectively with internal departments to scale operations and problem solve.
- Write departmental standard operating procedures that are repeatable and scalable.
- Responsible for staying up to date on real estate trends and competitive offerings, to refine strategies and suggest improvements to our service offerings.
- Ensure compliance with all real estate regulations, company policies, industry best practices, including data protection and confidentiality requirements.
- Maintain professional and technical knowledge of SERHANT. ecosystem tools, resources, and technology.
- Be solutions oriented and analyze challenges and offer practical solutions and provide problem-solving support for Agents, combining expertise with technology assistance when needed.
- Monitor agent performance and identify opportunities for enhanced efficiency to align with goals and department KPIs
- Collaboratively work with the S.MPLE department head to align towards annual OKRs and KPIs.
- Participate in company training on skills improvement with respect to internal systems, resources & technology.
Requirements
- 4+ years’ experience, with 2-3 years’ experience in a high-level customer service position with direct client/agent facing interactions.
- Prior experience in real estate operations or supporting a high-performing real estate team is strongly preferred.
- Proficient in using software and tools, such as Microsoft Office Suite, CRM systems and software.
- Excellent organizational and time management skills
- Strong attention to detail and accuracy in data entry and document preparation
- Demonstrated problem solving abilities and capacity to handle multiple tasks
- Familiarity with real estate transactions and contracts a plus
- Ability to maintain and handle confidential information
Benefits
- Health insurance
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
database managementdata entryreport generationreal estate operationsreal estate transactionsdocument preparationproblem solvingcustomer serviceagent onboardingquality control
Soft Skills
organizational skillstime managementattention to detailcommunicationcollaborationsolutions orientedanalytical skillsadaptabilityinterpersonal skillsleadership