Our mission here at The Muse is simple: to help you find your dream job. So, there’s nothing we love more than hearing about it when you do!
Today we chatted with Adam Feeney, a born and raised New Yorker who was looking for a totally new job in a totally new place—and ended up finding the perfect gig as a Support Team Manager at Redfin ’s Chicago office, helping make sure the next-generation real estate brokerage is consistently giving exceptional service by putting customers first.
What were you doing before you landed your new job?
I was working in retail leadership for a luxury technology brand in NYC but was ready for my next challenge. Specifically, I was looking for a leadership position in a company with a welcoming, inclusive culture. I wanted to build something new and collaborative to better the experience that a company would be able to provide its clients.
In addition to looking for a new role and experience, I was moving halfway across the country for a career opportunity for my wife in Chicago. Luckily, we had a long lead-time before the move date, which gave me ample opportunity to look for a position that would leverage my years of experience in building and developing effective teams focused on enhancing the customer experience.
What’s your title? What does this actually mean in terms of what you’re doing day to day?
I’m the Support Team Manager for Redfin’s Chicago Service HUB. It means that I’m running the day-to-day operations and overarching strategy for the support personnel that makes it easier for our agents to provide outstanding customer service to our clients.
My team gives our agents the gift of time. Time that our agents use to stay in the field, helping their clients find the homes of their dreams. My team has all the great facilitators, taking on the scheduling, client intake questions, listing and open house queries, and paperwork that would chew up a lot of our agents’ hours.
The support personnel are peers and partners to our agents out in the field. They ensure that our Redfin-listed properties are positioned in the best fashion to be attractive to potential buyers. They address client questions in place of the agents, whenever that agent is out with another client.
What attracted you to Redfin when you found it on The Muse?
I knew I wanted to work on building something new and different in my next job, and it was clear from the start that Redfin is a company built on innovation. We’re reinventing the real estate industry by focusing all efforts on improving and streamlining the client experience. I was really intrigued by the idea of the HUB, specifically the vision for providing consistent yet flexible service for our internal customers (real estate agents) across different regions of the country.
Learn More About Working at Redfin!
What’s your favorite part about the job so far?
The people are incredibly talented, and they’re incredibly nice at the same time. As I don’t come from a real estate background, naturally I have a lot of questions about processes, acronyms, and things of that nature. The folks here couldn’t have been more helpful in dealing with my learning curve.
But it’s not just our Chicago-based Redfinnians who are kind, warm, and welcoming—it’s part of our culture, embodied by everyone from the top to the bottom of the company. One particular story sticks out to me: On very short notice our CEO, Glenn Kelman, and our President of Real Estate Operations, Scott Nagel, were willing to change their flights home from a conference and extend what was already a week away from their families in order to come visit Chicago for our office’s grand opening. They hosted a Town Hall for three dozen of our employees, galvanizing them on how important their work would be to ensuring Redfin’s long term success. Seeing that sort of personal touch and flexibility from two of the biggest stakeholders in the company was very meaningful to me and gave further validation to my decision to join Redfin.
Is there anything from The Muse that helped you out in your job hunt?
I read The Muse almost daily, to both keep myself up to date on current interview trends and increase my awareness of companies that are growing and innovating in their marketplaces (like Redfin!).
Is there anything you did during your application process that helped you stand out and land the job?
Serendipitously, I have almost a decade of experience using Net Promoter to gauge client happiness, which is the customer satisfaction surveying system that Redfin uses to measure our clients’ likelihood to recommend their agent to friends and family. Luckily, I happened to bring up Net Promoter during my first interview, as a response to a question about how to assess success qualitatively instead of purely quantitatively.
I saw my interviewer’s eyes light up. He said “Oh! We use the same system at Redfin! How have you used it in your prior roles?” We then had an in-depth discussion about how precise survey wording is crucial to ensuring that you’re getting a clear vision of that client’s experiences with your people. This also gave me insight to bring up my experiences in surveying clients to gauge satisfaction in my future interviews.
What advice would you have for someone who is stuck in a difficult job hunt right now?
Keep looking, despite the natural feeling that you’re wasting your time, and not seeing anything new. All it takes is one job, the right job, the job that fits you like a glove.
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