Customer Care Manager

At Realtor.com®, we have among the most comprehensive and accurate coverage of real estate listings and the most engaged users across all the online real estate portals. Our mission is to make buying, selling, renting, and living in homes easier and more rewarding for everyone.
Building your career? Build it better at Realtor.com®. Join us and help change the world of real estate, one home at a time.
Are you a dynamic, motivated, hands-on Customer Care Manager expert? Are you looking to drive the success of our New Homes team? This pivotal role combines the need for an astute understanding of both real estate and new construction, a strong technical background, and a passion for delivering an outstanding customer experience. If you want to pursue your professional goals as you help grow an innovative real estate tech company, this work is for you. Join us as our newest Customer Care Manager and help change the world of real estate, one home at a time.
Balancing the needs of the business and our dedicated employees, you will lead and mentor the team, instilling the high standards we uphold across all our customer interactions. With an emphasis on exceptional interpersonal skills, we are looking for a leader who thrives in a fast-paced environment, and is driven to exceed customer expectations while fostering team growth and cohesion. Your proven track record in customer care management experience will help us elevate our operations, championing the customer care experience in our New Homes team.
What you'll do:

• Spearhead the daily operations of our New Homes and Moving teams, driving optimal productivity and efficiency.
• Oversee and lead a team of up to 12 Customer Service Associates, ensuring smooth operations and team cohesion.
• Deliver targeted coaching and development strategies to enhance the performance and skill set of the New Homes and Moving teams.
• Provide ongoing coaching to the New Homes team to foster account management excellence and account growth strategies.
• Enforce attendance, high-quality, efficiency, and productivity standards across the team, promoting a culture of excellence.
• Regularly scrutinize internal processes for operational improvements and efficiencies, implementing changes where necessary.
• Manage all daily operations, including customer onboarding, ongoing support, escalations, and monthly reporting and billing activities.
• Collaborate closely with the Sales department to nurture robust relationships, ensuring seamless cross-departmental operations.
• Partner with the New Homes Technical Support Specialist to manage and prioritize technical issues with the Product team.
• Systematically collect, analyze, and respond to customer feedback obtained through outreach initiatives and surveys.
• Conduct regular team meetings to review performance metrics, discuss internal growth opportunities, and foster team development.
• Participate in the recruitment, coaching, training, development, and, if necessary, disciplinary action of staff, ensuring a high-performing and engaged team.

How We Work:

• We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.

What you'll bring:

• 5+ years contact center management experience required.
• Bachelor's Degree or equivalent experience required
• Leadership Experience: Proven track record in leading, mentoring, and developing high-performing customer service teams.
• Customer Service Skills: Demonstrated ability to improve customer satisfaction and drive customer loyalty.
• Real Estate Knowledge: Practical experience and understanding of the real estate market and new construction processes.
• Technical Proficiency: Ability to leverage customer service management systems and related technologies.
• Communication Skills: Exceptional verbal and written communication abilities for effective interaction with customers, team members, and key stakeholders.
• Decision-Making Skills: Strong analytical skills and the ability to make sound decisions under pressure.
• Conflict Resolution: Experience managing and resolving customer complaints and disputes professionally and effectively.
• Strategic Planning: Ability to develop and implement effective customer service policies and procedures.
• Performance Monitoring: Experience in monitoring team performance and developing strategies for improvement.
• Proactive, Solutions-Oriented Mindset: Possesses a forward-thinking approach, anticipating potential customer issues and initiating solutions. Skilled in creating strategic plans that contribute to problem prevention and continuous improvement.

Do the best work of your life at Realtor.com
Building your career? Build it better at Realtor.com®. Here, you'll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you'll find your way home too. People are our foundation-the core that drives us passionately forward. At Realtor.com, you'll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return we'll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.
Diversity is important to us, therefore, realtor.com is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, realtor.com will provide reasonable accommodations for otherwise qualified disabled individuals.