Consumer Success Manager

Realtor.com Careers•Scottsdale, AZ

About The Position

Recognized as the No. 1 site trusted by real estate professionals, Realtor.com® has been at the forefront of online real estate for over 25 years, connecting buyers, sellers, and renters with trusted insights and expert guidance to find their perfect home. Through its robust suite of tools, Realtor.com® not only makes a significant impact on the real estate industry at large, but for consumers, navigating the biggest purchase they will make in their life, by providing a user experience that is easy to use, easy to understand, and most of all, easy to make decisions. Join us on our mission to empower more people to find their way home by breaking barriers to entry, making the right connections, and building confidence through expert guidance. Consumer Success Manager at Realtor.com® Are you a People Development and Coaching expert? Are you ready to lead a high-energy team that acts as the vital bridge between home shoppers and their future real estate agents? If you want to pursue your professional goals as you help grow an innovative real estate tech company, this work is for you. Join us as our newest Consumer Success Manager and help change the world of real estate, one home at a time. Top Reasons to Apply: Be a Career Catalyst: With major training classes launching in March and May, you aren't just maintaining a team—you are building one. You will have a direct, measurable impact on helping frontline reps level up their skills and advance their careers within a leading tech giant. The Pulse of the Market: You’ll be at the center of the Realtor.com mission. Your team is the "liaison" that makes the real estate dream happen; you’ll manage the critical conversion point where consumer interest becomes a real-world opportunity. Strategic Human Connection: While our playbooks provide the roadmap, your value lies in the execution. You will use your high EQ to strategically motivate and inspire your team, finding creative ways to help them get the absolute most out of their day-to-day interactions.

Requirements

A minimum of 2 years of people management experience, ideally, in a call center environment
Experience successfully managing and leading in a remote/virtual environment
Experience tracking, measuring and holding teams accountable to defined KPIs
Ability to work and influence decisions cross functionally and within Sr. leadership
Ability to work as an individual contributor and as part of a team
Ability to exercise independent judgment and discretion in performing duties
Ability to be a self-starter and utilize proactive approach to achieve results
Superior time management and prioritization in an atmosphere of multiple, shifting priorities and
deadline pressures.
Excellent problem solving and troubleshooting skills
Flexible schedule and strong sense of urgency
Exceptional communication skills, both verbal and written
Knowledge of, and or previous experience with Microsoft office, G Suite (gmail, google
calendar, docs etc)
Manager approval required (internal candidates)

Nice To Haves

Bachelor's Degree Preferred

Responsibilities

Directly manage and develop a team of 15-18 CSRs into successful and productive performers.
Drive CSR dials and activities while maintaining a high standard for Quality and adherence to the Rules of Engagement.
Coach CSR reps on quality, tone, script adherence, and customer service abilities through, call monitoring, call breakdowns and performance management with ongoing training.
CSMs are a steward of the scripts, Sales, and Quality processes and coach and manage CSRs in accordingly to develop them, drive productivity, and ensure requirements are understood team
Proactively identify opportunities for corrective action and counsel, discipline, and administer warnings to CSRs when policy guidelines are not met
Manage CSR attendance, time-off requests, overtime accrual, and schedules, communication of guidelines and expectations of company policies
Facilitate team meetings to discuss daily operations and performance to provide motivation and encouragement
Conduct 1-on-1 meetings and call breakdowns with each CSR on his/her team
Monitor CSR Focus Fire interaction and provide coaching for compliance with best practices, policies, and Rules of Engagement
Collaborate with Quality to understand emergent trends and implement best practices
Collaborate with Training to facilitate a successful transition from training to the floor
Interview prospective CSR candidates and assess the necessary skills and traits that align with the role and the http://realtor.com culture
Collaborate with other CSMs to creatively foster a fun and positive work environment
Provide reports and/or assessments of CSR performance, attendance, development, achievements as requested