At Anywhere Real Estate our mission is clear. We are reimagining the home buying and selling journey while leading the industry into the future. Coldwell Banker Realty has an exciting opportunity for you to be a part of it! We are looking for a Deal Operations Team Lead to join our team and add value to our real estate agents experience by assisting with the creation and processing of listing and pending transactions and maintaining information across various real estate databases. In this role you will lead a group of remote Deal Operations Specialists who directly manage the transaction process for our agents. This position will manage a small volume of transactions and serve as the first point of escalation for question and issues. The Lead will manage the performance, capacity and workflow of the team and partner with the Deal Operations Supervisor to build the culture of the team. This position is 100% remote. The ideal candidate will reside in the Eastern Time Zone or have the ability to work during EST hours.
Responsibilities:Team Supervision: Lead a team of Deal Operation Specialists to provide “best in class experience” of client experience services. This includes:

• Provide assistance with staff orientation/training

• Manage capacity and workflow of each specialist

• Coordinate and facilitate team meetings

• Prepare staff schedules; Manage vacation requests; Review and approve timecards

• Perform annual performance reviews and performance management as needed

Collaboration and Service: Acts as first point of escalation for questions and issues for the DOS team, agents, and branch leadership. This includes but is not limited to:

• Act as Liaison to branch leadership

• Be the “knowledge expert” of the transactions, tools and systems

• Identify customer needs and take proactive steps to maintain positive experiences, as well as resolve customer complaints and issues in a timely and effective manner

• Collaborate closely with all agent services departments to assist with resolution of issues and proactively reduce errors

Finding a Better Way:

• Continuously evaluate procedures and seek improvements/efficiencies

• Analyze customer feedback for performance management of Deal Operation Specialist team

• Work with other teams within the center to seek overall improvements for your LOC(s)

Qualifications:

• 3-5 years business experience; 1-2 years previous supervisory experience preferred.

• Prior Real Estate and customer service experience strongly preferred.

• Ability to work remotely with a sense of urgency in a fast-paced, high volume paperless environment while ensuring quality work from team members.

• Excellent verbal and written communication skills.

• A people first approach with the ability to keep the agent at the center of the transaction. Ability to coach team on providing exceptional customer service throughout the transaction process.

• Ability to learn and navigate multiple software systems with an elevated level of competency.

• Demonstrated ability to identify and resolve problems in a timely manner, gather and analyze information thoughtfully and maintain confidentiality.

• Demonstrable history of effectively collaborating with different departments and leaders.

• Adaptable, able to prioritize and manage competing demands with a willingness to try new things.

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The base salary for this position is $50,000 to $60,000.