Customer Service Representative
About The Position
Ferry International is the #1 real estate coaching company in the world, dedicated to helping real estate professionals achieve success through coaching, training, technology, and community. The Coaching Services team plays a critical role in connecting clients with the right coaches. This role is for a Client Placement Specialist who understands the impact of a good coach-client relationship. The specialist will use client assessments, notes, stated needs, and knowledge of coaches' skills to make successful matches. The role involves managing placements and transfers, maintaining the Coach Availability Log, identifying trends, and continuously improving the matching process. Approximately 5% of the time will be dedicated to testing new ideas to enhance the matching process.
Requirements
- Bachelor’s degree or a minimum of three years of relevant experience and/or training, or an equivalent combination of education and experience.
- Strong attention to detail and excellent follow up skills.
- Ability to collaborate effectively with others to achieve desired results.
- Ability to manage, organize, and update relevant information using Salesforce and other company systems.
- Strong organizational skills with the ability to manage multiple priorities and deadlines.
- Ability to exercise sound judgment and work independently.
- Strong written and verbal communication skills.
- Strong working knowledge of Microsoft Office, including intermediate to advanced Excel skills.
- Experience with Salesforce or another CRM system is a plus.
Nice To Haves
- Experience with Salesforce or another CRM system
Responsibilities
- Use understanding of client needs, goals, assessments, and preferences to make thoughtful and successful client to coach matches.
- Learn and understand the strengths, skills, experience, and coaching styles of coaches to make informed recommendations.
- Use tools such as DISC, CrystalKnows, and other assessment resources to support the matching process.
- Follow up with clients for additional information needed for placement decisions.
- Handle client placement and coach transfer requests in a timely and professional manner.
- Coordinate and schedule interviews between clients and potential coaches.
- Use information learned through transfer requests to continuously improve understanding of successful client and coach matches.
- Look for patterns in transfers to become more effective at future placements.
- Serve as the primary point of contact for the Coach Availability Log.
- Maintain accurate coach availability information and ensure the log is updated daily.
- Work with internal teams to ensure coach availability information is current and reliable.
- Monitor placement and transfer activity to identify positive and negative trends within the matching process.
- Communicate relevant trends and observations to Coach Mentors and the VP of Coaching Services, including trends associated with specific coaches.
- Contribute ideas and recommendations to improve the client placement experience.
- Spend approximately 5% of time, with approval, testing new approaches and ideas designed to improve the matching process.
- Maintain compliance with company policies, practices, and procedures.
- Participate in proactive efforts to achieve departmental and company goals.
- Work effectively and communicate clearly with other employees.
- Handle changing deadlines and priorities.
- Review work for accuracy, completeness, and proper authority.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
