Consumer Success Seller Supervisor

Are you a Consumer Success Supervisor expert? Are you eager to lead a team of Consumer success Representatives? If you want to expand you professional goals at Realtor.com, this is the role for you. Join us as our newest Consumer Success Supervisor and continue to Love Your Career at Realtor.com.

The Consumer Success Supervisor is responsible for the direct management of a team of 8-12 Consumer Success Representatives. The Supervisor is responsible for providing decision support and coaching, and developing their direct reports to achieve performance goals. The primary responsibilities of the role are call coaching, staff training, productivity management, and ensuring that CSRs follow departmental processes and adhere to Quality standards.

What you'll do:

• Drive CSR dials and lead conversion while maintaining a high standard for Quality and adherence to the Rules of Engagement.
• Collaborate with peer managers and Senior leadership to develop contests and provide incentives to drive productivity and motivation to maintain a positive work environment that promotes employee engagement and fun.
• Coach CSRs on quality standards, script adherence, call handling and customer service through, call monitoring, call breakdowns, side by side coaching and performance management.
• Disseminate information to CSR team on policy, procedure and standards
• Provide guidance and day to day decision support for assigned CSR group
• Drive productivity while maintaining a high standard for quality and putting our consumers in the best position to purchase.
• Provide reports and/or assessments of CSR performance, attendance, development, achievements as requested
• Collaborate with Training to facilitate a successful transition from training to the floor
• Lead daily huddle meetings to provide product and process updates and communicate daily goals to drive productivity and team motivation
• Work with the CSM II team to serve as a mentor for CSRs on rotational team leadership assignments and other administrative duties as assigned.
• Work with all members of the team to define and document best practices and team performance.

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. This is a hybrid opportunity in our Scottsdale, AZ office. 

What you'll bring:

• Operating in a Consumer Success Seller role for a Minimum of 6 months.
• 4+ years of related experience.
• Ability to work effectively, both independently and in a team environment.
• Ability to exercise independent judgment and discretion in performing duties.
• Ability to be a self-starter and utilize proactive approach to achieve results.
• Superior time management and prioritization in an atmosphere of multiple, shifting priorities and
• deadline pressures.
• Excellent problem solving and troubleshooting skills.
• Flexible schedule and strong sense of urgency.
• Exceptional communication skills, both verbal and written.
• Knowledge of, and or previous experience with Microsoft office, G Suite (gmail, google calendar, docs etc.).
• Bachelor's Degree Preferred.

How we Reward you:

Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:

• Inclusive and Competitive medical, Rx, dental, and vision coverage
• Family forming benefits
• 13 Paid Holidays
• Flexible Time Off
• 8 hours of paid Volunteer Time off
• Immediate eligibility into Company 401(k) plan with 3.5% company match
• Tuition Reimbursement program for degreed and non-degreed programs
• 1:1 personalized Financial Planning Sessions
• Student Debt Retirement Savings Match program
• Free snacks and refreshments in each office location