Relocation Coordinator

Purpose of Position

The client care specialist is the first point of contact for public inquiries regarding properties on the website.  Coordinates contact between the client, sales agent, mortgage and insurance representatives.

Client Development Center - Primary Job Duties and Responsibilities (Essential Job Functions)

1. Serve as Client Care Representative collecting information from web inquiries.
2. Communicate with the public by phone or email to connect them with sales agent, mortgage or insurance assistance.
3. Have a close relationship with designated eTeam agents, mortgage and insurance representatives to provide superior service for the client.
4. Work quickly between the client’s inquiry and the first call or email response.
5. Utilize software tracking system to track client’s initial interest, assigned agent, internal representatives and all future updates.
6. Assign personal goals for most accurate tracking of client status.
7. Responsible for personal quarterly reports.
8. Excellent communication with other Client Care Center members.
9. Perform any additional responsibilities as requested or assigned.

• • Processing Rental Applications, as needed.
  • Processing of Rental Leases, as needed.
  • Route leads in Lead Voyager Dashboard – multiple checking of the dashboard per day.
  • Promptly respond to your calls and emails as well as client care emails and voicemails.
  • Track status on all current rental and client care tasks to determine next correct action.
  • Support agents, managers with Rentals and Client Care requests, as needed
  • Ensure Appfolio remains up-to-date reflecting any changes to contact info, lease dates, new documents, billing, etc.
  • Process receivable checks and submit to accounting within 1-2 days of receipt.
  • Make a list of any tasks/priorities not completed to be revisited/completed the next business day.
  • Escalate to me anything that you are unable to discern the next correct action on your own; call/text for all urgent questions.

Weekly:

• Rental Team Communication and Tracker of Current Business
• Landlord Marketing Update
• Coordinate Rental Meeting, communicate outstanding tasks to the leasing team
• Attend Brytecore meeting(s)

Monthly:

• Renewals – track these monthly, weekly, daily until all renewals are processed as described in the rentals job guide
• Send CC Team Leads Funnel reporting to each office
• Submit Leasing agents’ payroll – ideally turn this around within 1-2 days of receiving agents’ Matrix, first week of month
• Reconcile CC Team closings in excel spreadsheets and Brytecore system to ensure referrals paid and transactions closed within system; coincides with accounting’s financials – typically 2nd week of month
• Review unpaid commissions and determine next correct action
• Create and email CC Team newsletter to agents
• Send agents and their brokers recognition with each lead closing
• Communicate Brytecore updates to agents, as needed
• Assess, plan and execute Brytecore agent training

Yearly:

• Reconcile year-end Client Care Team Stats
• Provide reporting to assist managers with team selection, as needed
• On/off board agents with TSC, Brytecore accordingly, as needed

Prioritization:

• Since this position has many ever-evolving tasks, it is important to be able to use critical thinking to accurately assess the current job flow and prioritization of responsibilities. A good rule of thumb for establishing priorities:

1) In-person attention related to your job duties,

2) Escalated person – requires immediate assessment of concerns to evaluate next correct action,

3) Money #1 (is the company/client going to make/lose money regarding the task/opportunity – routed lead, signed lease/renewals, CC onboarding, etc.),

4) Money #2 (is someone else waiting on you to receive money- agents, clients, vendors, etc.),

Communications / Contacts

Internal – Senior management, sales managers, eTeam agents, other Client Care Members External – Public

Performance Expectations (Key Success Factors)

1. Provide necessary skills to perform responsibilities with a high degree of accuracy, quality and professionalism.
2. Prioritize and schedule daily activities while working with minimum of supervision.
3. Establish and maintain effective work relationships within the department and the company.
4. Maintain a professional manner and excellent customer service skills in dealing with the public, support staff and sales associates.
5. Prioritize multiple contacts simultaneously.
6. Maintain the professional competence, knowledge and skills necessary to effectively complete responsibilities; enhance job knowledge and abilities by taking personal responsibility for professional development and training.
7. Safeguard sensitive and confidential company information.
8. Attend work on a regular basis and support the company’s employee policies and procedures, including workplace safety rules.

Position Requirements

1. Excellent oral and written communication skills.
2. Experience working with Microsoft products: Outlook, Word and Excel.
3. Must possess good organizational skills with ability for analysis, accuracy and details.
4. Must be able to work independently, be resourceful and action-oriented.
5. Superior customer service and interpersonal skills.
6. Ability to prioritize and handle multiple issues concurrently.

We offer a full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP)

Equal Opportunity Employer