Client Care Specialist

Job Description:
Are you a call-crushing phone animal? We are looking to add a skilled sales-minded individual to our team. As the first point of contact, the client care specialist will be responsible for responding to all new leads, and must be comfortable spending most of their time on the phone. Speed to lead is key. You will also be collaborating with agents on leads they have already been in contact with to nurture the relationship.

Job Responsibilities:
Service inbound leads from sign calls and online sources and determine where they are in the buying/selling process.
Consistently nurture and follow-up with viable leads to convert into scheduled appointments in CRM (Follow Up Boss)
Please use the FUB number/email for all communication
Tag leads with pertinent information gathered to easily search for said lead and to keep agents informed. Ex. pets, Palma Bella, pool home, crazy guy, etc
Job Requirements:
Tech savvy
Become proficient with technology such as Google Workspace, MLS systems, referral source backends, and be able to quickly learn new systems
Excellent phone and written communication skills
Prior experience in customer service with knowledge of local area
Ability to deliver pre-written call scripts which are provided
Must be organized, friendly, detail-oriented, and service-minded
Daily Goals:
Big 3 (call/text/email) – Use templated text and emails within FUB to send listing links to leads. After you’ve texted and emailed, call the lead advising “I’m calling on behalf of (buyers agent) with The Mike Gagliardi Group. They wanted me to send over a listing for you to review.”
Listings must fit their criteria (check lead Background in FUB). If the lead is a Zillow lead we will need to send a link via Click to view.
Click to view pulls all 3 local MLS boards and their listings in one place.
Any questions will be delegated back to the Lead Manager and Buyers Agent the lead is assigned to. Notifications will be done via the Note section in FUB (type “@” to tag assigned agent) as well as a direct contact to the assigned buyer’s agent.
For immediate assistance contact the Lead Manager.
Best practice is to set up a conversation with the lead and BA via appointment in FUB. Always ask for the appointment for the next follow up.
Work on listings A, B and Nurture. We will need to touch at a minimum 75-100 leads a day.
If you are not sure what to send a client because the Background is not set up please contact the agent directly to obtain this information and place it within the background of the lead.
Check “My Agent” status for Zillow leads. Send request prior to expiration ONLY. You must reach the date it expires. Only 5 submissions per day. If we text from the Zillow app and they reply it extends the “My Agent” for 30 days.