Modernest Realty is a residential and commercial real estate brokerage serving the Dallas-Fort Worth Area. We are a client experience centric organization that works to help every client achieve their home and business goals. We love serving the amazing Dallas-Fort Worth community with its diversity and dynamism and we believe in building a company and culture that reflects that same diversity and upbeat spirit.
Client Support Specialist (Virtual)
The Client Support Specialist is a client experience champion whose primary mission is to make sure we deliver a positive client outcome and a smooth process from first engagement with us to closing. This incumbent is a critical team member that helps to deliver a “Wow” client experience from beginning to end. The role involves being a primary member of the sales support team, assisting with buyer and seller onboarding, buyer search and listing management and all early client engagement touchpoints, managing multiple databases and client outreach programs. This is a crucial role within the organization that serves as the client liaison for all experiences, transactions, and beyond. Critical areas of expertise include but are not limited to:
· Great project management skills and the ability to exhibit initiative through proactive communication to get clients successfully moved through our system and process, contributing to them being raving fans at the end of the transaction and throughout the customer lifecycle · Possess positive communication and partnership building skills in all lead, client, other agent and vendor partner outreach · Possess a keen eye for the details in communication, process ownership and be able to rapidly apply learning for continuous process improvement
Customer and Client Onboarding Duties and Responsibilities: Become a process expert on both the Buyer Lead to Close and Seller Lead to Close processes. Initiate continuous process improvement to increase efficiency, effectiveness and positive client outcomes for both processes Maintain processes in the client relationship management and transaction management software and become a process/software expert in all applicable systems related to client relationship management, listing management and communication, e.g. CRM, Google Contacts, Nextiva, Gmail, Dropbox, Zipform, Docusign, MLS, and any others Monitor and/or check the progress of active clients on a daily basis. Be responsible to the team for client progress communication Monitor deadlines of each listing milestone and prioritize client needs based on these deadlines Constantly follow up with sellers, vendors, Realtors, property inspectors, lenders, and any other parties involved to initiate or obtain updates on pre and post transaction activities, request missing documentation, and request timeline progress from applicable parties to usher listings and transactions along smoothly Maintain customer data integrity and filing integrity for pre and post closing client documentation to ensure client and organizational compliance Maintain a commitment to achieve 100% accuracy of all details in client interactions and client and market facing deliverables
Client Experience Programming and Outreach Duties and Responsibilities: · Oversee client appreciation program, referral program, and community outreach · Source and purchase supplies and closing gifts · Identify ways to wow clients by working with manager to deliver exceptional client experiences pre and post-closing. Own the developed business process and be the internal steward for clients to make sure they are consistently provided this experience · Implement and manage all database systems for sellers, buyers, lead generation, information management and back-office support (CRM, other software, customer inquiries, etc.) · Coordinate monthly database marketing to include: o Direct mail, email, promotional email and/or mailers, client appreciation events, etc.
Listing Management Duties and Responsibilities: · Own the details input, marketing and reporting process for the team’s listings in all applicable software for Coming Soon, Just Listed, Under Contract/Pending, and Just Sold status · Keep status current within 24-hours (or 72-hours in the case of a weekend) of changes that impact MLS reporting status of Coming Soon, Active, AOC, Contingent, Pending, Sold, Hold or Withdrawn) statuses · Make necessary updates related to transaction status on market-facing platforms within 72-hours of the status change
Additional Team Sales Support Tasks: · Maintain customer, lead, prospect, and client data integrity · Call, text, and/or email leads and prospects on a daily basis as a sales support resource to assist with team production and contribute to annualized revenue goals. We will provide the leads. You will call with your friendly, warm demeanor and make the connection with the prospect with the goal to set an appointment Put up-to-date information on clients into the database system so agents have the most accurate and current data Follow up with prospects via email, phone calls, and other forms of communication to add them to the sales pipeline and generate qualified real estate leads Qualify the leads you generate for appointments to provide quick response times and meet their needs Follow a set daily schedule to maximize the time devoted to initial outreach and follow-up with leads Maintain and grow existing business opportunities within the geographical area to expand our sales reach · Assist with lead sourcing, skip-tracing and routing. Serve as a data-provider to the rest of the team for leads across the team’s lead banks · Provide agent support by setting up showings, ordering flyers, coordinating sign installation/de-installation, staging and photography sessions, calling service providers and contractors as needed · Be able to provide comparative market analysis support for client requests through MLS access across primary property types: Single Family Residential and Small Multifamily Residential contracts for both sale and lease analysis The skills needed to succeed in the role include, but are not limited to: Absolutely must love working with people, even demanding clients or stressed-out vendors. If people generally annoy you or you get flustered easily, this is not the job for you A can-do, jump-in, get-it-done, no-complaints attitude Desire to think one step ahead and anticipate agent needs Stay well-organized at all times Be a team player. Loves working toward group goals - and celebrating accomplishments Able to work in a fast-paced, high-volume environment Highly detail oriented Have at least 1 year of real estate transaction coordination or project management experience Enjoy working with different kinds of people Persistent and optimistic at all times Strong writing skills (this includes emails and text messages), and great verbal Communicator with impeccable phone etiquette Communicate extremely well both with our internal team and all external people Have working knowledge of Microsoft Excel/Google Sheets, Microsoft Word, writing emails, timekeeping software Strong computer skills, willing to learn new systems or handle unfamiliar project assignments Follow instructions well and always represent the MKJRE brand voice Be willing to learn and rapidly apply learning We have an expectation that our staff and agents conduct themselves in an appropriate manner on all social media platforms. If you are in the habit of posting inappropriate photos, inflammatory or rude content or comments on social media, please do not apply
Other Requirements: Remote work. Must be available for full-time work between the business hours of 9 a.m. and 5 p.m. Central Time US daily M-F for a total of at least 40 hours worked per week Must have at least 20 mbps of internet speed Must have a noise cancelling headset At least 2 years of experience in the same or related field
Selected Candidate Onboarding Process: · Must sign independent contractor agreement (ICA) · Will be provided training videos, 1 on 1 coaching and training, access to software, and direct access to lead/mentor · 60-day mutual evaluation period for role and team fit
Compensation: · Hourly salary · Quarterly team performance-based bonus eligibility · After the successful completion of 90-days, an additional medical benefit will be provided on top of the base hourly compensation
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