Agent Support Specialist

Role Overview

• Actively engage with Agents on a day-to-day basis to assist in their daily workflow regarding task completion.
• Contribute to month over month increased Agent adoption and engagement by a minimum 10% when it comes to S.MPLE usage.
• Manage 60+ incoming Agent requests effectively with accuracy and high-quality deliverables.
• Maintain all departmental Service Level of Agreements when it comes to Agent communication and turnaround times.
• Perform onboarding procedures for new S.MPLE Agents.
• Leverage internal and external AI tools and technology that are provided.
• Act as the Quality Control checkpoint before delivering an Agent their requested items.
• Database Management: Maintain and update databases, ensuring accurate and timely entry of information and generate reports as required.
• Collaborate with the brokerage team on agent onboarding, starting day one, to help establish efficient daily habits with Agents.
• Support VIP Agents and Teams to leverage their business growth.
• Liaison effectively with internal departments to scale operations and problem solve.
• Write departmental standard operating procedures that are repeatable and scalable.
• Responsible for staying up to date on real estate trends and competitive offerings, to refine strategies and suggest improvements to our service offerings.
• Ensure compliance with all real estate regulations, company policies, industry best practices, including data protection and confidentiality requirements.
• Maintain professional and technical knowledge of SERHANT. ecosystem tools, resources, and technology.
• Be solutions oriented and analyze challenges and offer practical solutions and provide problem-solving support for Agents, combining expertise with technology assistance when needed.
• Monitor agent performance and identify opportunities for enhanced efficiency to align with goals and department KPIs
• Collaboratively work with the S.MPLE department head to align towards annual OKRs and KPIs.
• Participate in company training on skills improvement with respect to internal systems, resources & technology.

Requirements

• 4+ years’ experience, with 2-3 years’ experience in a high-level customer service position with direct client/agent facing interactions.
• Prior experience in real estate operations or supporting a high-performing real estate team is strongly preferred.
• Proficient in using software and tools, such as Microsoft Office Suite, CRM systems and software.
• Excellent organizational and time management skills
• Strong attention to detail and accuracy in data entry and document preparation
• Demonstrated problem solving abilities and capacity to handle multiple tasks
• Familiarity with real estate transactions and contracts a plus
• Ability to maintain and handle confidential information

Benefits

• Health insurance
• Paid time off