Client Experience & Onboarding Manager

Client Experience & Onboarding Manager The Sarah Leonard Team. Legacy Properties Saint Charles, IL Job Details Full-time Up to $55,000 a year 1 day ago Qualifications Closing coordination Record keeping Customer communication Customer relationship building Reputation management Client onboarding Greeting customers Mid-level Facebook CRM system proficiency Client email correspondence Escalation handling Communication skills Cross-functional communication Progress tracking (project management tasks) Customer complaint resolution Client interaction via phone calls Full Job Description The Client Experience & Onboarding Manager owns the client journey from the moment a buyer or seller signs with Legacy Properties through a seamless handoff into the transaction process. This role serves as the front-line leader for client communication, ensuring every client feels cared for, informed, and confident in choosing our team. This position protects the Legacy brand, creates raving fans, drives reviews and referrals, and ensures communication is organized, proactive, and consistent across all departments. Primary Responsibilities New Client Onboarding Welcome all new buyers and sellers immediately after signing. Deliver a polished, professional first impression of Legacy Properties. Clearly explain next steps, timelines, expectations, and team roles. Collect all required client information, documents, and preferences. Ensure CRM records are complete, accurate, and up to date. Coordinate a seamless handoff to the agent, listing coordinator, or transaction coordinator. Track every signed client through onboarding milestones to ensure nothing is missed. Client Care & Customer Service Serve as the primary point of contact for general client questions or concerns. Respond quickly, professionally, and warmly at all times. Anticipate and resolve issues before they escalate. Direct concerns to the appropriate team members when needed. Follow up with clients throughout the process to ensure satisfaction. Step in to protect the client experience when communication or service gaps occur. Reviews & Reputation Management Request reviews at key moments of high client satisfaction. Guide clients to platforms such as Google, Zillow, and Facebook. Track review requests, completions, and follow-up. Notify leadership immediately of unhappy clients or potential public issues. Past Client & Relationship Care Coordinate closing gifts, anniversaries, and ongoing appreciation touchpoints. Support a world-class past client experience that drives repeat and referral business. Maintain meaningful personal notes and details within the database. Internal Operations Support Maintain clean, consistent communication across departments. Identify recurring breakdowns and propose solutions. Maintain and update checklists, scripts, templates, and service standards. Provide leadership with insights and feedback based on client interactions. Non‑Negotiables Fast response times Professional communication Zero drama No dropped details Takes full ownership Loves serving people Protects the Legacy standard What Winning Looks Like Clients consistently say: "That was so smooth." "Communication was amazing." "Everyone was on top of it." "I felt taken care of the whole time." "I'm referring everyone I know.

Pay:

Up to $55,000.00 per year

Work Location:

In person