Job Overview:

The Customer Service Manager in real estate oversees client interactions, ensures customer satisfaction, and enhances service delivery for buyers, sellers, tenants, and landlords. This role involves managing support teams, resolving complaints, and improving processes to maintain a positive customer experience throughout the real estate transaction lifecycle.

1. Customer Support & Relationship Management

• Serve as the primary point of contact for escalated client inquiries and complaints.
• Ensure timely and professional responses to emails, calls, and in-person requests.
• Maintain strong relationships with clients, agents, and vendors to foster loyalty.
• Monitor customer feedback (surveys, reviews) and implement improvements.

2. Team Leadership & Training

• Supervise and train customer service representatives and support staff.
• Develop service protocols, scripts, and best practices for handling client interactions.
• Conduct performance reviews and provide coaching to enhance team efficiency.

3. Process Improvement & Efficiency

• Identify bottlenecks in customer service workflows and implement solutions.
• Collaborate with sales, leasing, and property management teams to streamline communication.
• Utilize CRM systems to track interactions and improve service.

4. Conflict Resolution & Problem-Solving

• Address and resolve disputes related to transactions, leases, or property issues.
• Work with legal and compliance teams to ensure fair and ethical resolutions.
• Document recurring issues and recommend policy changes to prevent future problems.

5. Reporting & Analytics

• Track key performance indicators (KPIs) like response time, satisfaction ratings, and retention rates.
• Prepare reports for management on customer service trends and areas for improvement.