Regional Support Team Lead- Austin Region

Requisition ID

16247BR

Job Description

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

The Regional Support Specialist Lead provides critical administrative, operational and customer service support to our branch offices, leaders, and agents in a specific pod of offices they oversee. In addition to Lead responsibilities the role will serve as an RSS in a particular office. The RSS team will work together, spending time each week across a group of offices, providing support in a variety of ways including, but not limited to, providing agent support, acting as a liaison with different departments and business partners, office administration and customer service. This position plays a significant role in driving the success of our key principle of helping our agents live exceptional lives.

This is an in- office position that is expected to support multiple offices digitally and physically.

Responsibilities:

* Serve as the first point of escalation for questions and issues.


* Manage RSS workflow and employee absences.


* Coach RSS's within pod as opportunities arise


* Liaison to Branch Managers in your pod


* Support RSS Leadership with performance feedback


* Manage RSS Team huddles in your pod.


* Manage compliance issues.



Office Organization:

* In collaboration with our facilities and IT partners, ensure all items in the office remain in working order


* Ensure needed office supplies are sufficiently stocked and organized, mail is distributed


* Greet and direct agents/customers as needed



Agent Support:

* Provide white-glove service for agents and clients visiting our offices, promoting the teams available to support them in their business


* Support Agents with any technology, process or operationally related questions


* Promote a friendly, inclusive office culture that reinforces our agent value proposition


* Work with Agent Onboarding Team as needed to support agent onboarding process



Transaction Support:

* Ensure our agents' transactions are efficiently and accurately processed- commission payments are timely and adjustments are avoided


* Scan physical checks as needed


* Point of contact as needed for following up on missing documentation or escalation of transactional issues.


* Database entry and updates - MLS, Transaction Manager


* Ensure our agent's transactions are complete for compliance, commission payments are timely and adjustments are avoided


* Systems review of Trident and transaction manager, issue resolutions submitted through OnBase



Branch Leader Support:

* Support Branch Manager with maintaining office promotional items, sales meetings, new agent orientations and supporting office culture



Qualifications:

* 1-2 years of supervisory experience preferred along with ability to provide feedback to employees through coaching and training to further their success and a willingness to motivate team members


* 2 or more years of in office branch support experience.


* 1 or more years customer service experience required


* Prior Real Estate office experience preferred.


* Strong written and verbal communication skills


* Technologically proficient in all areas including but not limited to familiarity with various operating systems on PCs and Macs and ability to navigate computer software.


* Proficiency with Microsoft Office and demonstrated experience with MS Teams, Zoom or other remote connection platforms


* Ability to communicate effectively with different audiences, including agents, branch managers and operational support teams.


* Customer focused, delivery oriented, ability to multi-task.


* Willingness to be "nimble" and adjust priorities as needed.


* Ability to travel to multiple offices as needed



Job Description

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

The Regional Support Specialist Lead provides critical administrative, operational and customer service support to our branch offices, leaders, and agents in a specific pod of offices they oversee. In addition to Lead responsibilities the role will serve as an RSS in a particular office. The RSS team will work together, spending time each week across a group of offices, providing support in a variety of ways including, but not limited to, providing agent support, acting as a liaison with different departments and business partners, office administration and customer service. This position plays a significant role in driving the success of our key principle of helping our agents live exceptional lives.

This is an in- office position that is expected to support multiple offices digitally and physically.

Responsibilities:

* Serve as the first point of escalation for questions and issues.


* Manage RSS workflow and employee absences.


* Coach RSS's within pod as opportunities arise


* Liaison to Branch Managers in your pod


* Support RSS Leadership with performance feedback


* Manage RSS Team huddles in your pod.


* Manage compliance issues.



Office Organization:

* In collaboration with our facilities and IT partners, ensure all items in the office remain in working order


* Ensure needed office supplies are sufficiently stocked and organized, mail is distributed


* Greet and direct agents/customers as needed



Agent Support:

* Provide white-glove service for agents and clients visiting our offices, promoting the teams available to support them in their business


* Support Agents with any technology, process or operationally related questions


* Promote a friendly, inclusive office culture that reinforces our agent value proposition


* Work with Agent Onboarding Team as needed to support agent onboarding process



Transaction Support:

* Ensure our agents' transactions are efficiently and accurately processed- commission payments are timely and adjustments are avoided


* Scan physical checks as needed


* Point of contact as needed for following up on missing documentation or escalation of transactional issues.


* Database entry and updates - MLS, Transaction Manager


* Ensure our agent's transactions are complete for compliance, commission payments are timely and adjustments are avoided


* Systems review of Trident and transaction manager, issue resolutions submitted through OnBase



Branch Leader Support:

* Support Branch Manager with maintaining office promotional items, sales meetings, new agent orientations and supporting office culture



Qualifications:

* 1-2 years of supervisory experience preferred along with ability to provide feedback to employees through coaching and training to further their success and a willingness to motivate team members


* 2 or more years of in office branch support experience.


* 1 or more years customer service experience required


* Prior Real Estate office experience preferred.


* Strong written and verbal communication skills


* Technologically proficient in all areas including but not limited to familiarity with various operating systems on PCs and Macs and ability to navigate computer software.


* Proficiency with Microsoft Office and demonstrated experience with MS Teams, Zoom or other remote connection platforms


* Ability to communicate effectively with different audiences, including agents, branch managers and operational support teams.


* Customer focused, delivery oriented, ability to multi-task.


* Willingness to be "nimble" and adjust priorities as needed.


* Ability to travel to multiple offices as needed



Employment Type

Full-time