JOB SUMMARY:
As an Agent Success Coordinator, you will be a key part of our Customer Success team, supporting real estate agents in maximizing the value they receive from our technology solutions. Your primary responsibilities will include managing business analytics, performing administrative duties, writing high-level tickets for internal teams, and assisting agents with Salesforce-related inquiries and tasks. You’ll collaborate with multiple departments to enhance the agent experience and contribute to our company's mission of empowering real estate professionals.
What You’ll Do:
- Analyze customer success metrics, usage data, and key performance indicators (KPIs) to identify trends, improvement areas, and success stories.
- Generate and interpret reports on agent engagement and success with our software, using data to guide business decisions.
- Work closely with the analytics team to provide insights that can improve product and service offerings.
- Manage onboarding processes for new agents, ensuring smooth account setup and product training.
- Coordinate communication between agents, Customer Success Managers, and other departments as needed.
- Maintain organized records of agent interactions, tickets, and issues within Salesforce and other CRM platforms.
- Draft and escalate high-level tickets to Product and Development teams, clearly articulating the issues, impact, and any relevant agent feedback.
- Ensure proper follow-up on escalated tickets, providing agents with updates on the status and resolution timelines.
- Work with cross-functional teams to prioritize tickets that impact agent satisfaction and performance.
- Utilize Salesforce to manage agent accounts, track progress, and ensure data accuracy.
- Provide basic support to agents on Salesforce-related queries, guiding them on effective usage for better outcomes.
- Collaborate with the Salesforce team to implement enhancements and updates as needed.
- Serve as a point of contact for agent inquiries, ensuring timely, professional, and effective communication.
- Build and maintain relationships with agents to promote satisfaction and loyalty.
- Identify and escalate at-risk agents or accounts, collaborating with Customer Success Managers to ensure proactive support.
What You’ll Bring:
- Bachelor’s degree in Business, Real Estate, or a related field (or equivalent experience).
- Ability to interpret and analyze data to drive insights.
- Proficiency with Salesforce and other CRM systems; Salesforce Admin certification is a plus.
- Excellent verbal and written communication skills, with an ability to craft clear and concise high-level tickets.
- Strong organizational skills, with the ability to manage multiple tasks and deadlines.
- Experience in a customer success, client services, or administrative role within a SaaS or technology environment, preferably in real estate.
Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.
Lone Wolf Real Estate Technologies, Inc. is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.
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Last updated on Nov 15, 2024