Consumer Success Manager

Consumer Success Manager at Realtor.com®

Are you a People Development and Coaching expert? Are you ready to lead a high-energy team that acts as the vital bridge between home shoppers and their future real estate agents? 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 Consumer Success Manager and help change the world of real estate, one home at a time.

Top Reasons to Apply:

• Be a Career Catalyst: With major training classes launching in March and May, you aren't just maintaining a team—you are building one. You will have a direct, measurable impact on helping frontline reps level up their skills and advance their careers within a leading tech giant.
• The Pulse of the Market: You’ll be at the center of the Realtor.com mission. Your team is the "liaison" that makes the real estate dream happen; you’ll manage the critical conversion point where consumer interest becomes a real-world opportunity.
• Strategic Human Connection: While our playbooks provide the roadmap, your value lies in the execution. You will use your high EQ to strategically motivate and inspire your team, finding creative ways to help them get the absolute most out of their day-to-day interactions.

What You’ll Do:

• Directly manage and develop a team of 15-18 CSRs into successful and productive performers.
• Drive CSR dials and activities while maintaining a high standard for Quality and adherence to the Rules of Engagement.
• Coach CSR reps on quality, tone, script adherence, and customer service abilities through, call monitoring, call breakdowns and performance management with ongoing training.
• CSMs are a steward of the scripts, Sales, and Quality processes and coach and manage CSRs in accordingly to develop them, drive productivity, and ensure requirements are understood team 
• Proactively identify opportunities for corrective action and counsel, discipline, and administer warnings to CSRs when policy guidelines are not met
• Manage CSR attendance, time-off requests, overtime accrual, and schedules, communication of guidelines and expectations of company policies
• Facilitate team meetings to discuss daily operations and performance to provide motivation and encouragement
• Conduct 1-on-1 meetings and call breakdowns with each CSR on his/her team
• Monitor CSR Focus Fire interaction and provide coaching for compliance with best practices, policies, and Rules of Engagement
• Collaborate with Quality to understand emergent trends and implement best practices
• Collaborate with Training to facilitate a successful transition from training to the floor
• Interview prospective CSR candidates and assess the necessary skills and traits that align with the role and the Realtor.com culture
• Collaborate with other CSMs to creatively foster a fun and positive work environment
• Provide reports and/or assessments of CSR performance, attendance, development, achievements as requested

What You’ll Bring:

• A minimum of 2 years of people management experience, ideally, in a call center environment
• Experience successfully managing and leading in a remote/virtual environment
• Experience tracking, measuring and holding teams accountable to defined KPIs
• Ability to work and influence decisions cross functionally and within Sr. leadership
• Ability to work as an individual contributor and as part of a team
• 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 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.

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