Client Experience Manager
Laurie Reader Real Estate
Fort Lauderdale, FL US
Posted ago
Laurie Reader Real Estate

Laurie Reader Real Estate is looking for a Client Experience Manager who is ready to develop a deep understanding of the client journey and elevate the client experience.

The primary responsibilities of this job are to ensure that each touchpoint across the customer journey is engaging, efficient, and effective as well as increasing customer satisfaction rates, increasing customer loyalty, and gaining more client referrals. In addition, we expect that everyone in the organization delivers the “Laurie Reader Experience” which is a personal experience, based on trust, dependability, and caring for each person to help build a better community. Our ideal candidate is someone who has a growth mindset, loves to solve problems, and has the ability to provide a high level of client service.

Job Type: Full-time 

Pay: $50,000.00 + 

Benefits: Paid time off, health insurance, dental, vision, 401k 

Responsibilities

  • Increase customer satisfaction and drive customer retention
  • Define, design, and map customer journey detailed roadmap and propose systems, service, and marketing initiatives.
  • Guide team in effective client issues resolution and handle any escalations
  • Develop listening and feedback points in the customer journey and identify opportunities for continuous improvement
  • Continually review and evolve the collection of processes Laurie Reader uses to track, oversee and organize interactions between team members and the client
  • Collect surveys from clients who have closed on a purchase with us
  • Engage with clients to generate reviews and hit company review count goals
  • Create “clients for life” and generate repeat and referral business from existing clients
  • Responsible for both recurring/standardized reporting
  • Responsible for analyzing trends collected from customer escalations and converting the data into insights and actions.

Qualifications

  • 3+ years experience in a customer-facing field is required
  • Must be able to take business objectives and convert them into results
  • This individual must also be able to work independently in a fast-paced, high-energy environment. The ability to multitask will be a key to success.
  • Strong written and verbal skills are a must.
  • Bilingual is preferred 

Compensation
$50,000 +
About Laurie Reader Real Estate

At Laurie Reader, we are a team of go-getters that are committed to exceeding our goals by fostering professional and personal growth. We challenge the status quo, dig deeper, and ensure a path of success for our clients. By re-inventing the traditional real estate model, our agents are securing better offers, closing on the best properties, and developing lifelong client relationships. In 2020 we served 965 families and our commitment to our community doesn’t stop there. We have developed programs to add value to our community through education, career development, and non-profit support.

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