What are the responsibilities and job description for the Customer Service Manager position at RP Home Group of Keller Williams First Coast Realty?
Client Experience Manager (Real Estate Operations)
RP Home Group w/ Keller Williams First Coast Realty | Northeast Florida (In-Office)
Full-Time
RP Home Group is a growing real estate team based in Northeast Florida focused on delivering a high-level, consistent client experience while contributing to the growth and prosperity of our local communities.
We are building a business centered on strong systems, clear communication, and a standard of service that goes beyond the typical real estate transaction.
We are seeking a highly organized, proactive Client Experience Manager to own and elevate the client journey from signed agreement through closing.
This role serves as the primary point of contact for clients and is responsible for ensuring every transaction is handled with clarity, organization, and professionalism. You will work closely with our agents and a backend Transaction Coordinator to ensure timelines are met, communication is consistent, and clients feel supported every step of the way.
This is not a traditional administrative role. This position requires ownership, attention to detail, and a strong service mindset.
Key Responsibilities
Client Experience
- Serve as the main point of contact for clients from agreement to closing
- Provide proactive communication so clients always know what’s happening and what’s next
- Anticipate needs and resolve issues before they escalate
- Deliver a consistent, high-level client experience throughout the transaction
Transaction Coordination (Front-Facing)
- Manage timelines from listing to contract to closing
- Coordinate vendors, inspections, and key milestones
- Ensure all parties are aligned and informed throughout the process
- Work with the Transaction Coordinator to ensure accuracy and compliance
Agent Support
- Support a team of 4 agents across approximately 5–10 transactions per month
- Keep agents organized, informed, and ahead of deadlines
- Reduce operational friction so agents can focus on revenue-generating activities
Systems & Process Improvement
- Follow and improve existing workflows and checklists
- Identify inefficiencies and contribute to better systems over time
- Maintain organization and consistency across all transactions
Success Metrics
- 95% 5-star client reviews
- Minimum of 2 reviews per transaction
- High agent satisfaction and support
- Smooth closings with no surprises
- Issues handled proactively before escalation
Compensation
- $40,000 – $60,000 base salary (based on experience)
- Opportunity for performance-based growth and increased responsibility
Work Environment
- Full-time, in-office position in Northeast Florida
- Collaborative team environment
- Fast-paced with multiple active transactions
To be considered for this role, please submit your resume
Final Note
We are not looking for someone to simply complete tasks.
We are looking for someone who takes ownership, anticipates needs, and is committed to delivering a consistently high-level client experience.
Salary : $45,000