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