Customer Experience Team Lead

Description

Crafting Exceptional Homebuying Journeys Starts with You

Are you ready to lead a team passionate about delivering memorable experiences for potential homebuyers? Step into the role of Customer Experience Team Lead at NewHomesMate and guide our team to new heights in customer satisfaction. As the leader of our Customer Experience Specialists, you'll champion the delivery of exceptional service from the first point of contact, ensuring every interaction leaves a lasting impression.

What You'll Do 🌟

• Lead and mentor a team of Customer Experience Specialists, providing guidance and support to ensure they deliver top-notch service.
• Drive team performance by setting clear goals and providing regular feedback and coaching.
• Oversee the engagement and qualification of leads generated through our online marketplace.
• Manage the scheduling of initial phone consultations, ensuring efficient allocation of resources and timely follow-up.
• Foster a culture of excellence in customer service, inspiring your team to go above and beyond for every customer.
• Ensure meticulous record-keeping of interactions, guaranteeing no detail is overlooked and data is accurately captured.
• Collaborate closely with our training & operations teams to optimize processes and enhance the overall customer journey.
• Stay informed about market trends and industry developments, sharing insights with your team to better serve potential homebuyers.
• Play a key role in refining and improving our customer service processes, contributing to a culture of continuous improvement.

What We're Looking For 🚀

• Experience in managing people and setting up performance management systems, with a focus on helping individuals improve and grow.
• Outstanding communication and interpersonal skills, with the ability to inspire and motivate a team.
• Proven experience in customer service or a related field, with a track record of delivering exceptional experiences.
• Exceptional attention to detail and strong organizational skills, with the ability to prioritize tasks in a fast-paced environment.
• Proactiveness in bringing new ideas, and delivering them to other teams and departments;
• Identify and work to solve trends, bottlenecks, and needed improvements (processes and management communication);
• Ability to lead to multiple personality types, provide, receive and analyze feedback from your team, set clear expectations and goals as well as identify strengths and opportunities, and set an action plan for improvements;
• Proficiency in using online technology platforms, CRMs, and other tools to streamline processes and enhance efficiency.
• A commitment to continuous learning and self-improvement, with a drive to develop new skills and knowledge.
• Fluency in English is required; proficiency or fluency in Spanish is a plus.
• Excellent internet/Wi-Fi connection to facilitate remote work.
• Knowledge of the real estate market, particularly new construction homes, is a plus.

Available Shifts 🕐

Monday - Friday, 10am-6pm CST

Note: We are open to considering candidates for other LATAM locations as well.

Application Instructions:

Please note that all resumes must be submitted in English to be considered for the Customer Experience Team Lead role. We look forward to reviewing your qualifications and experience.