What are the responsibilities and job description for the Customer Experience Manager position at Keller Williams Realty, LLC?
Client Experience Manager (Real Estate Operations)
RP Home Group | Northeast Florida (In-Person)
Full-Time
About RP Home Group
We’re a fast-growing real estate team based in Northeast Florida with one clear standard:
Deliver a Ritz-Carlton level experience to every client—every time.
This isn’t about transactions.
It’s about creating a seamless, proactive, and high-touch experience that clients remember and talk about.
About the Role
This is not an admin role.
This is a Client Experience Manager position responsible for owning the client journey from listing to closing.
You will be the primary point of contact for clients, ensuring they always feel:
- Informed
- Taken care of
- Confident
- Valued
You will work alongside our agents and a backend Transaction Coordinator to ensure every deal runs smoothly and professionally.
Key ResponsibilitiesClient Experience (Primary Focus)
- Serve as the main point of contact for clients throughout the transaction
- Deliver a proactive, white-glove communication experience
- Ensure clients always know what’s happening and what’s next
- Anticipate needs and solve problems before they arise
Transaction Flow & Coordination (Front-Facing)
- Coordinate photographers, vendors, and listing preparation
- Manage timelines from listing to contract to closing
- Communicate key milestones clearly to clients and agents
- Work with backend Transaction Coordinator to ensure flawless execution
Agent Support
- Provide leverage to agents by handling coordination and communication
- Keep agents organized, informed, and ahead of deadlines
- Reduce friction so agents can focus on generating business
Systems & Organization
- Maintain clean and organized workflows within the CRM
- Follow and improve checklists and processes
- Ensure no detail is missed across multiple transactions
Success Metrics
- 95% 5-star client reviews
- Minimum 2 reviews per transaction
- High agent satisfaction (weekly feedback)
- Smooth closings with no surprises
- Issues handled proactively before escalation
Who You Are
- Highly detail-oriented and organized
- Strong communicator (written and verbal)
- Naturally proactive—you anticipate instead of react
- Calm under pressure and solutions-focused
- Take pride in delivering exceptional service
Preferred Experience (Not Required)
- Hospitality, client service, or coordination roles
- Real estate experience is a plus
- Experience with CRMs (Follow Up Boss is a plus)
- Interest in systems, efficiency, and process improvement
This Role Is Not For You If
- You prefer being told exactly what to do step-by-step
- You struggle with organization or follow-through
- You are reactive instead of proactive
- You are uncomfortable communicating with clients
Compensation
- Competitive salary (based on experience)
- Performance-based incentives tied to client experience and team success
- Growth opportunities into operations leadership
How to Apply
To be considered, please submit:
- Your resume
- A short video (2–3 minutes) answering:
- Why this role interests you
- What “world-class client experience” means to you
- An example of a time you went above and beyond
- Send to rp@rphomegroup.com
Applications without video will not be considered.
Final Note
We are not looking for someone to help.
- We are looking for someone to own and elevate the client experience at the highest level.