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Imagine how simple buying a home would be if you had a personal assistant to answer your questions and advocate for you? Although the home search begins online, every homebuyer has questions, and wants a real person they can trust to answer them. CONVERT bridges the gap between the interested buyer and the connections they need to make their dream home a reality. Our team specializes in answering questions and asking the right questions to assist buyers in their homesearch. We even connect them directly with the right agent at the right time so they can spend more time finding a home and less time finding the perfect agent or mortgage specialist.
From training, processes, technology, and continued education to work environment, rewards, recognition, and fun events, CONVERT offers a cutting-edge experience to clients, partners, and employees alike. We combine deep learning, data analytics, and human intuition with the latest mobile, web, email nurture, and digital telephony technologies. We maintain a network of only the top real estate professionals nationwide. Ultimately, CONVERT provides a one-on-one concierge experience to assist in the biggest decision most people will ever make - buying a home.
Description:
The Senior Client Services Manager (SCSM) position is responsible for developing, leading, counseling, motivating, and managing Supervisors and overseeing their teams of Sales Reps (SRs) to achieve goals and quotas by delivering superior service and solutions to CONVERTs clients. The SCSM is responsible for providing the necessary tools, information, and coaching for Supervisors and their teams to be successful. This includes creating a safe and fun culture to promote employee morale and engagement. The SCSM is also expected to identify improvement opportunities in our processes, reporting, metrics, products, client services, and sales strategies.
Areas of Ownership:
- Achievement of overall goals with focus on goals and metrics including dials, successful activities, closes, and conversions while continuously improving the quality of services provided to clients and partners
- Coach Supervisors on management, leadership, planning, coaching, and developing high performing teams in the call center
- Implement and assure compliance with all company process requirements, rules, and policies
- Champion of scripts, sales, and quality processes to coach and manage Supervisors and SRs in accordance to help them develop, drive productivity, and ensure requirements are understood
- Proactively identify opportunities for corrective action and counsel, discipline, and/ or administer warnings to staff when adherence to policy and quality are not met
- Manage & support overall workload, staffing levels, resources, attendance, and culture by communicating guidelines and upholding expectations on company policies
- Lead team meetings to discuss daily operations and performance to create a strong sense of motivation and encouragement
- Partner and communicate with other departments and related groups to improve the use of technology and develop solutions to improve efficiency, quality, culture, and overall performance
- Coordinate the involvement of company personnel, including support, service, and management resources in order to meet performance objectives and partners objectives
- Partner with HR & Recruiting to align recruiting resources to business and market strategies and needs
- Collaborate with Training Teams to facilitate a successful transition from Training to the sales teams.
- Collaborate with other company leaders to creatively foster a fun and positive work environment
- Provide reports and/ or assessments of Supervisor and SR performance, attendance, development, achievements, as requested
- Other projects and duties as assigned by executives
- Hold 1-on-1 meetings and call breakdowns with Supervisors
- Proactively identify opportunities for corrective action and counsel, discipline, and/or administer warnings to SRs when adherence to policy and quality are not met
- Manage Supervisor and SR attendance using CONVERTs guidelines and policies
- Participate in interviewing prospective SR candidates and assessing the necessary skills and traits that best align with the position and the CONVERT culture
- Expand an ever-increasing set of responsibilities over time as you learn and demonstrate a mastery of Sales - - Management skills
Ideal Candidate:
- Self-Starter
- A winner with a strong desire to see your Supervisors & SRs thrive, and drive performance for CONVERT
- Desire to grow professional skill sets and progress career
- Talent for sales acumen and ability to interface with a diverse group of people
- An understanding of the importance of the sales process and script adherence with the ability to explain the why behind them to your Supervisors & SRs to create buy-in
- A person who can listen, reason, and continually find solutions to opportunities/ challenges that present -themselves
- Tech-savvy
- Strong interpersonal skills w/ ability to work with diverse behavioral styles
- Excellent time management & organizational skills
- Above average communication skills
- Effective listener w/ deductive reasoning
- Confident in objection handling w/ problem sensitivity
Experience:
- 2-3 years in sales leadership
- Start-up experience a plus
- Bachelor's Degree highly desirable
- Experience leading and managing a complex, dynamic sales-driven team focused on customer service and client - relationships in a business setting supported
- Experience w/ Five9 and/ or Follow-Up Boss a strong plus
- Timecard Management Experience
CONVERT Perks:
Benefits Stipend
Uncapped Commission & Bonus Plan
Paid-Time-Off (PTO)
Rapidly expanding w/ great opportunity for professional advancement
Casual, fun work environment
Rewards, recognition, and team events
TO APPLY:
Please dial Kristina @ at the phone number provided. Leave a voicemail including:
Position you are applying for
Best time to reach you at
Your Phone Number
Your Email Address
In addition, please submit your resume.
Working Conditions:
Hours may vary between 7a-11p, including some weekends. The position requires prolonged standing or sitting and repetitive hand and wrist motion while operating phones, computers, fax machines, copiers, and other office equipment.
Diversity is important to us. Therefore, CONVERT 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, CONVERT will provide reasonable accommodations for otherwise qualified disabled individuals.
Vacancy expired!