Customer Service - Sales Support Manager

A Different Kind of Startup:

We're using technology to shake up a $60 billion industry and revolutionize the way people buy and sell homes. Are you in?

Redfin is at the forefront of the emerging E2E tech sector, combining technology and customer service to reinvent the end to end experience for buying and selling a home in the consumer’s favor.

As the Customer Service - Sales Support Manager, you’ll hire, train, and manage Sales Support Agents for the Pacific NW. A Sales Support Agent is the first point of contact for potential clients, answering calls and emails generated by our website and mobile application with the goal of offering great service and introducing first-time customers to our experienced, local Redfin agents. As Manager, you will collaborate with the local Market Managers and our National Sales Support Manager, based in Chicago, to ensure we’re providing consistent, top-notch customer service to our clients. You’ll travel often to the Seattle metro area to meet with teams face to face. You’re responsible for brokerage compliance and communicating change in processes. You’ll rally the team, keep morale high, and manage the performance and production of your direct reports.

What You’ll Do:

Help Recruit & Train New Sales Support Agents:  Play an active role in working with your local recruiter to help identify and attract top talent. Once a hire has been made, you’ll be there every step of the way to onboard and train.
Offer Guidance:  You know what to say and how to say it and will impart that wisdom to your team.
Produce Results:  You’ll use data to analyze trends, hiring needs, and make improvements. Multiple deadlines motivate you to work efficiently- early is on time.
Stepping In:  Ready to jump in and aid the team whenever necessary. This includes, at times, being a working manager and stepping in to help cover a shift or take calls when needed.

Who You Are:

Leader:  You're resourceful, decisive and hold yourself and others accountable. You have experience or interest in hiring and training. Your door is always open and you consider yourself a hands-on manager.
Educated:  Bachelor's degree strongly preferred; you can communicate clearly and write well. Must be actively licensed in at least Washington with the credentials to procure licensing in Oregon. You also pride yourself on having polished written & oral communication skills.
Experienced:  You’ve had prior management or leadership experience and you’re known for producing results and getting people to follow you.
Fire in the Belly:  You're excited to change the industry for the better and you come to work every day ready to go.
Tech Chops:  You are tech savvy and are excited to help enhance the industry with new tech tools

Technologies We Use and Teach:

Reporting software (Tableau & Workday), Google Docs, Excel & Cisco phone systems.
Proprietary customer management software & business productivity tools.

We Offer:

You earn a salary. We pay for health insurance for you and your family, computer equipment, cell-phone plan, mileage, business-related travel expenses, continuing education, licensing fees and MLS dues.

Redfin is an equal opportunity employer.

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