Client Care Manager

2 weeks ago

Ajax, Canada Michelle Fraser Team - REMAX Hallmark Realty Ltd. Full time

**Purpose of role**:
Ensure the successful overall day-to-day operations of all departments within the organization, to

deliver results and exceed client expectations

Accountabilities:

- Support the growth of the team by thoroughly understanding the company brand, business model and vision, while consistently demonstrating our values to drive team collaboration and improve the client experience
- Support the daily operations of all systems of transaction coordination, team communication, client communication, financial management, CRM database management, recruitment, and marketing
- Team calendar management including:

- Efficiently and accurately scheduling meetings and appointments, optimizing the Team Leader’s time
- Effectively managing direct access to the Team Leader
- Support the complete listing process (e.g. Coming Soon, Active, Sold, Pending Closing, Closed & Paid) including but not limited to:

- Preparing CMAs, drafting MLS Listings, Offers and other related documentation
- Coordinating required staffing + coverage for weekly Open Houses
- Submitting documents via Skyslope
- Keeping up-to-date records in Follow-Up Boss
- Effectively and timely communication with the client
- Getting the client to follow our social media channels and obtaining a Google review once the transaction has closed
- Support building repeat and referral business by preparing Team Leader to contact past clients (minimum of 5 daily)
- Ensure the Marketing team creates engaging campaigns to past clients (e.g. newsletters, home anniversaries, birthdays etc.)
- Schedule and participate in the rotation of on-call staffing for evenings and weekends; ensuring communicated, consistent, and adequate administrative coverage to meet client expectations and team needs
- Organizing and attending meetings, ensuring the Team Leader is well prepared, with meeting agendas and the documentation of action items, owners, and delivery dates
- Curate, implement and maintain an Operations manual, documenting all systems, standard operating procedures and processes for the team
- Support the on-boarding process and new hire orientation
- Support maintaining potential agent recruits in Follow-Up Boss
- Coordinating various types of client and team events that drive engagement
- Assist with bill payments, vendor management and simple bookkeeping
- Other duties as required to support the operations of the business

**Well experienced in using the following software/apps daily (expert level)**:

- Mac computers (primary computer for the role)
- WhatsApp (setting up, responding, saving/forwarding content)
- Zoom (setting up, sharing/saving content)
- Complete Google Suite products (i.e. Gmail, Calendar, Drives, Hangout, Docs, Sheets, Forms)
- DocuSign (setting up, sending out etc.)
- Microsoft Office suite (Excel, PowerPoint, Word)
- Adobe PDF (edit PDF, combine files, sign etc)
- TREB
- Broker Bay
- Follow Up Boss CRM

**Benefits**:

- Paid time off

Work Location: In person

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