Customer Service - Sales Support Manager

Redfin is a new kind of real estate brokerage revolutionizing the industry through the use of  cutting-edge technology, unparalleled data, and unwavering focus on client satisfaction. You’ll help clients navigate to their dream home through a process that is the fastest, easiest, and most efficient in the industry. Our real estate teams have the backing of the most popular brokerage website in the country and are supported by other agents, coordinators, marketers and engineers. If you have a passion for customer advocacy and fire in your belly to reinvent real estate, we want to hear from you.

As the Sales Support Manager, you’ll hire, train, and manage Sales Support Agents for the state of California. 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 Support Manager, based in Chicago, to ensure we’re providing consistent, top-notch customer service to our clients. You’ll travel regularly to Redfin’s California offices 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, now you’ll need to 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 & consider yourself a hands-on manager.
  • Educated:  Bachelor's degree strongly preferred; you can communicate clearly and write well. Must be actively licensed in California. 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.   You have worked in an office in some type of inbound sales and customer service capacity.  
  • 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 & 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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