Routinely monitor OSCs’ phone calls, video emails, live chat dialogues, and other communications to ensure optimal representation.
Ensure OSCs’ responsiveness and adherence to management policies regarding "Speed to Lead."
Track OSCs' performance, providing weekly feedback and coaching.
Lead Management :
Take ownership of all incoming leads from phone calls, website inquiries, new community openings, social media, and third-party listing services (e.g., Zillow, Realtor.com).
Scheduling and Coverage :
Create and monitor OSCs' schedules to ensure adequate department coverage.
Coordinate call flow logistics to forward missed calls to designated coverage after 3 rings.
Collaboration and Communication :
Attend promotional events as requested by V.P. Sales.
Facilitate weekly OSC department meetings and assist with Sales Teams meetings.
Collaborate with the V.P. Sales, Division Directors of Sales and Marketing, Area Sales Managers, and New Home Consultants.
Customer Engagement :
Demand that OSCs be familiar with all community details (phone numbers, offerings, features, tax rates, inventory, amenities, etc.) and local surroundings.
Assist in generating “Coming Soon” community interest lists and maintain contact with leads using approved email campaigns.
Monitor OSC follow-up activities, including video follow-ups using BombBomb software.
Other Duties :
Perform additional tasks as assigned to support the department’s success.
Reporting Metrics :
Track and report lead activity, including appointments, sales, and closings.
Communicate trends, requests, and customer feedback to leadership.
Monitor and report on OSC performance, including missed calls, response rates, and outgoing call metrics.
Prepare and distribute OSC performance reports as needed.
Education and Experience Requirements :
Minimum : High School Diploma or GED required.
Preferred : College degree.
Minimum of 4 years’ experience in telephone and / or online sales (up-selling experience preferred).
Experience with HubSpot or similar CRM platforms is a plus.
Strong verbal and written communication skills.
Intermediate to advanced PC skills (Microsoft Word and Excel).
Ability to prepare written documentation and complete contract calculations.
Keep a pulse on the job market with advanced job matching technology.
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