Client Experience Supervisor - Pacific Time US Based Remote

At Anywhere Real Estate our mission is clear. We are reimagining the home buying and selling journey while leading the industry into the future. Coldwell Banker Realty has an exciting opportunity for you to be a part of it! We are looking for a Client Experience Supervisor to join our team and add value to our real estate agents experience by assisting with creating a seamless transaction process from contract to close. In this role you will lead a group of remote Client Experience Specialists who directly manage the Client Experience transaction process for the agents. This position will manage a small volume of transactions and serve as the first point of escalation for question and issues. The Supervisor will manage the performance, capacity and workflow of the team and partner with the Client Experience Manager to build the culture of the team. This position is 100% remote.

Responsibilities:

Team Supervision:

Lead a team of Client Experience Specialist to provide "best in class experience" of client experience services.

This includes:

Provide assistance with staff orientation/training Manage capacity and workflow of each specialist Coordinate and facilitate team meetings Prepare staff schedules; Manage vacation requests; Review and approve timecards Perform annual performance reviews and performance management as needed

Collaboration and Service:

Acts as first point of escalation for questions and issues for the CES team, agents and branch leadership. This includes but is not limited to: Working with Regional Support and Agent Onboarding specialists to identify agents for promotion of client experience services Act as Liaison to branch leadership Be the "knowledge expert" of the contractual dates and deadlines, tasks, operational process, tools and systems 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 with field leadership to promote and increase agent adoption rates of service Collaborate closely with all agent services departments to assist with resolution of issues and proactively reduce errors Finding a Better Way Continuously evaluate procedures and seek improvements/efficiencies Analyze customer feedback for performance management of Client Experience Specialist team Work with other teams within the center to seek overall improvements for your LOC(s)

Qualifications:

3-5 years business experience; 1-2 years previous supervisory experience preferred. Prior Real Estate and customer service experience strongly preferred. 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 with the ability to keep the agent and consumer at the center of the transaction. 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. Anywhere is proud to offer a comprehensive benefits package to our employees including: 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 Employee Referral Program Adoption Assistance Program Employee Assistance Program Health and Wellness Program and Incentives Employee Discounts Employee Resource Groups Coldwell Banker (~~~/) is one of the world's leading brands for the sale of million-dollar-plus homes and one of the largest residential real estate brokerage franchisors, with approximately 2,800 franchise and company owned offices and over 99,000 independent sales associates in the United States, Canada and 40 other countries. Coldwell Banker is a subsidiary of Anywhere Real Estate Inc. Anywhere Real Estate Inc. (~~~/) (

NYSE:

HOUS) is moving real estate to what's next. Home to some of the most recognized brands in real estate Better Homes and Gardens Real Estate (~~~/) , Century 21 (~~~/) , Coldwell Banker (~~~/) , Coldwell Banker Commercial (~~~/) , Corcoran (~~~/) , ERA (~~~/) , and Sotheby's International Realty (~~~) , we fulfill our purpose to empower everyone's next move through our leading integrated services, which include franchise, brokerage, relocation, and title and settlement businesses, as well as mortgage and title insurance underwriter minority owned joint ventures. Anywhere supports nearly 1 million home sale transactions annually and our portfolio of industry-leading brands turns houses into homes in more than 118 countries and territories across the world. At Anywhere, we are empowering everyone's next move - your career included. What differentiates us is our scale, expertise, network, and unique business model that positions us as a trusted advisor throughout every stage of the real estate transaction. We pursue talent - strategic thinkers who are eager to always find a better way, relentlessly focus on talent, obsess about growth, and achieve exceptional results. We value our people-first culture, which thrives on empowerment, innovation, and cross-company collaboration as we keep moving the world forward, together. Read more about our company culture and values in our annual Impact Report (~~~) . We are proud of our award-winning culture and are consistently recognized as an employer of choice by various organizations including: Great Place to

Work Forbes World's Best Employers Newsweek World's Most Trustworthy Companies Ethisphere World's Most Ethical Companies EEO Statement:

EOE including disability/veteran