**Consumer Experience Support Specialist I - Keller Williams**

Austin, TX / Keller Williams MAPS / Full-time **WHO WE ARE: ONE TEAM. ONE MISSION.** kwx is an integrated homeownership experience company that puts Keller Williams real estate agents at the center of its world. The spectrum of Keller Williams Realty Inc., Keller Williams Worldwide, Keller Mortgage, Keller Covered, Keller Offers and Keller Manage, provides agents with a seamless experience so they can offer their clients an integrated homeownership experience. Our technology, training and resources give agents more time to build meaningful client relationships.

Every team member is a valued part of one team driven by one mission: to serve agents so they can serve their clients. Were committed to listening, learning, and responding to our team members and to making kwx and its family of companies a truly great place to work.

Working with kwx is a win-win for agents, their clients and our kwx team. **OUR HISTORY.** In 1983, Keller Williams was a rebel upstart fueled by Gary Kellers philosophy of people helping people and a win-win culture. Its enduring belief system, WI4C2TES (Win-win, Integrity, Customers, Commitment, Communication, Creativity, Teamwork, Trust, Equity, and Success) keeps them anchored in doing the right thing. The company started to fuel entrepreneurial agents success, so agents can serve their clients like no others in the industry. As Keller Williams grew to a market-leading organization, its culture spread, as did the commitment to give agents the training and tools to grow their businesses and profits. Keller Williams proud past set a foundation for a bright future. As time went on, Keller Williams expanded its offerings to support their agents. While it started with Keller Williams Realty, Inc., it soon expanded with Keller Williams Worldwide and then added supporting services including Keller Mortgage, Keller Covered, and Keller Offers. In 2020, the concept of One Co., integrating all companies for a homeownership experience, took hold and kwx was launched. **OUR LEADERSHIP.** Carl Liebert, a proven executive leader with 30 years of experience leading customer-driven transformations and developing strategic, operational and process excellence within retail organizations joined kwx as CEO in October 2020. The opportunity to work within a culture-first organization like KW is a natural fit with my personal and professional values. Our shared passion and commitment to delivering world-class customer experiences at scale made the opportunity to learn and lead alongside Gary Keller a compelling opportunity, Liebert said. KW has the market share, the vision and leadership, and unwavering commitment to keep the agent at the center of the holistic homeownership experience. Lieberts focus for the kwx leadership team is to integrate the organization into one team with one mission; grow, engage, and retain the largest, most inclusive agent base; build the best-in-class data strategy and tech platform; build ancillary services and create a superior client experience across the ecosystem. As a part of the team, you can bring that vision to life. You can guide a team with a greater purpose. You can contribute to agents staying ahead of the gamegiving agents what they need to be more efficient, productive, and relevant than the competition. **KELLER WILLIAMS CORE VALUES RESPONSIBILITY:** Every member of the Keller Williams leadership team is responsible for leading and modeling diverse, equitable, and inclusive practices in the workplace relative to hiring, promoting, paying, and managing people. Leaders are expected to treat all people with civility, respect, and dignity and demonstrate the 10 core values that form our belief system.

**What you'll be called:** Consumer Experience Support Specialist I **Where you'll work**: KWRI HeadquartersAustin, TX Named a Happiest Company to Work for in 2020; one of the Best Places to Work in Austin, TX; and featured on the *Training Magazine* Training 125 list seven times, Keller Williams Realty International (KWRI) thrives within a creative and collaborative culture where transforming the real estate industry through technology is our primary goal. **What youll do:** As our Consumer Experience Support Specialist I, you will provide exceptional, high-touch customer service to our KW MAPS coaches and clients. **Essential Duties and Responsibilities:**

Serve as the first point of contact for all coach and client inquires

Get to know the MAPS coaches and Velvet Ropes through video and phone conversation

Align One on One coach and with new clients Determine the best fit

Maintain and oversee the email ticketing system (maps@kw.com, bold@kw.com & fasttrack@kw.com)

Proactively and efficiently communicate with clients and coaches by welcoming new clients with a phone call and email and conducting one-month and quarterly check-in calls

Call quota to be completed daily

Return all voicemails within one business day

Responsible for line items in the MAPS GPS tracking, moving forward, and reporting

Review and manage any at-risk client queue by reviewing clients with zero calls logged and MIA clients

Conduct reoccurring client satisfactory calls, track referrals and information obtained

Review feedback trends to identify and communicate opportunities for additional coach and consumer training

Develop new business opportunities with existing clients by promoting company

products and services

Review and rewrite processes and systems by identifying the challenges that adversely affect Clients. Partner with the department to implement solutions.

Review & process all incoming requests to change program statuses (hold, cancel, transfer, etc.)

Confidential conversations with coaches and clients to inform decision making for the future of the coaching program

Hold facilitator position for virtual events

Provide exceptional Customer Service for all MAPS/KWRI Events - virtual and in-person

Back up other members of the CE team

Other duties as assigned

Also responsible for one of the programs below:

Maintain registration for all group coaching programs (includes daily manual tasks)

Maintain client portal and webinar platforms (confirm attendees and participants are paying registrants) Kajabi, Zoho

Main point of contact for Fasttrack@kw.com Sales Force queue

Completes all client billing activities for group coaching programs (update billing dates, cancellations, past due and unpaid client follow up)

Manage multiple billing systems (Chargify, Marketplace, Stripe)

Collaborate with launch coordinators for Group program launches to ensure alignment ? Cross departmental collaboration (Tech Enabled products with Enablement, Events team)

Maintain registrations for all BOLD coaching programs (includes daily manual tasks)

Maintain client portal and webinar platforms (confirm attendees and participants are paying registrants) Kajabi, Aventri

Main point of contact for Bold@kw.com Sales Force queue

Completes all client billing activities for BOLD coaching programs (cancellations, refunds, finance issues)

Collaborate with launch coordinators for BOLD launch logistics to ensure alignments

Cross departmental collaboration (Product, Events team)

Serve as the first point of contact for leadership coaches and leadership/worldwide client inquires

Know the MAPS coaches skills and Velvet Ropes through video and phone conversation

Determine Coach and clients alignment Determine best fit

Serve as the first point of contact for transformational coaches and transformational client inquires

Know the MAPS coaches skills and Velvet Ropes through video and phone conversation

Determine Coach and clients alignment Determine best fit

**Minimum Qualifications:**

Able to provide verbal or written instructi