Manager, Customer Care

Realtor.com Careers•Scottsdale, AZ

12d•Hybrid

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. Customer Care Manager (Avail Customer Care) at Realtor.com ® Location: Scottsdale, AZ (Hybrid/In-Office 3 days per week) The Customer Care Manager leads a team of front line Customer Care Representatives to deliver an exceptional experience for our customers while creating a positive, high performance environment for employees. This role balances business goals with employee engagement, using day to day coaching, clear expectations, and data to drive results in productivity, efficiency, quality, CSAT, attendance, and revenue opportunities. The ideal candidate is a hands-on people leader who models our company values, develops others, and builds a culture where people feel supported, accountable, and proud of the work they do. This is a full time salaried position and may require evening or weekend support at times based on business needs.

Requirements

Minimum 5 years of experience in a call center or contact center environment.
2 years of managerial experience in a call center is preferred.
Experience managing performance using metrics such as productivity, efficiency, quality, CSAT, attendance, and revenue related goals.
Proficiency with CRM tools, preferably Salesforce, and Vonage.
Proficient in Google Workspace (Gmail, Docs, Sheets, Slides).
Strong people leadership skills, including coaching, feedback, performance management, and conflict resolution.
Excellent verbal and written communication skills, strong organization, and attention to detail.
Passion for customer service, developing others, and building a high performance, values driven team culture.

Responsibilities

Lead and manage a team of up to 20 front line Customer Care Representatives across multiple queues & functions.
Set clear expectations around performance, behavior, attendance, and service standards, and hold the team accountable in a fair and consistent way.
Model and reinforce our core values, including RealPurpose, RealAmbition, RealInnovation, RealCollaboration, and RealOwnership, and foster a strong, inclusive team culture.
Provide regular 1:1s, coaching, team meetings and call/case reviews to improve skills, quality, and the customer experience, and support team members with career growth and development plans.
Handle escalated and complex customer issues, ensuring timely and thoughtful resolution.
Own team performance results for productivity, efficiency, quality, CSAT, attendance, and identified revenue opportunities.
Use reports and dashboards to understand trends, coach the team, and recommend improvements to systems, workflows and processes.
Partner with key leaders in Care, Sales, Product, and Technology to share customer insights and improve the customer and employee experience.
Support hiring, interviewing, and onboarding to ensure new hires receive structured training and clear expectations.