Team Lead Listing Concierge - US Based Remote

Listing Concierge Team LeadSummary

We are seeking a full-time, remotely-based Listing Concierge Team Lead to support Anywhere’s affiliated companies and real estate agents. This position is responsible for the accurate and timely processing of marketing and advertising campaigns using Listing Concierge’s award-winning, proprietary software program, with a primary focus on providing exceptional customer service to the company’s affiliate agents, followed by marketing responsibilities.

Essential Duties & Responsibilities:

• Customer Service Responsibilities:
  • Provides traffic management for their team, ensuring new orders are properly assigned and existing orders are executed within the company's Service Level Agreement (SLA). Ensures VIP orders are routed correctly to the VIP team.
  • Provides customer service support to agents when issues need to be escalated beyond a Listing Concierge Coordinator to a Listing Concierge Team Lead or a Listing Concierge Manager.
  • Helps provide training, coaching, and guidance to the Listing Concierge Coordinators.
  • Provide assistance to agents in completing their online and proofing, editing, and reviewing marketing pieces.
• Provide exceptional customer service support to agents daily.
• Respond promptly and efficiently to agents and office staff via phone and email regarding the Listing Concierge program.
• Act as the liaison between different vendor partner programs for troubleshooting issues.
• Assist agents in completing their online tasks, including proofing, editing, and reviewing marketing materials.
• Follow up with agents to confirm all materials were utilized in their marketing package and provide additional suggestions for maximizing exposure.
• Send agents evaluation surveys to monitor their customer service experience.
• Communicate issues to the Listing Concierge Management team, Team Leads, field marketing staff, and local in-house office staff as needed.
• Maintain healthy relationships with outside partner vendors, including print, digital, online, photography, and more.
• Provide training sessions to the agents and field team on how to use the Listing Concierge program effectively.
• Report inefficiencies and program errors to the development team, as needed

Marketing Responsibilities:

• Utilize Listing Concierge’s award-winning, proprietary software to build marketing and advertising campaigns, including print materials and online digital assets such as websites, videos, and online advertising.
• Review all agents’ submitted property descriptions for spelling and grammar, as well as any violations based on state-level fair housing rules and regulations.
• Make changes to marketing materials based on requests from agents.
• Participate in daily and weekly meetings on camera with a professional appearance.
• Work to enhance the program to make it more effective and efficient for the team and end-users.
• Stay updated with the latest marketing trends and vendor tools to continuously improve the Listing Concierge program
• Attend the Listing Concierge’s comprehensive training program and refreshers.
  • Sends out satisfaction surveys rating the program and assistance at the completion of each order.

Leadership Responsibilities:

• Support the training coordinator in onboarding new team members in designated metros and brands.
• Oversee and manage the temporary hires, including 1:1 meetings to provide coaching, feedback, and share agent survey results
• Conduct monthly strategy meetings with all Listing Concierge Team Leads.
• Create business development and system update presentations for all Anywhere brands and regions.
• Update and maintain the accuracy of office contact lists.

Remote Activities Coordination - Reimagine work by leading engaging and fun remote activities for the team.

• Lead new initiatives to foster a Culture of Awesomeness, including such activities as a book club, volunteer projects, and virtual social activities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 3+ years of customer service and/or administrative experience
• Understanding of marketing, advertising and social media
• Prior real estate experience preferred
• Excellent communication and interpersonal skills, with the ability to build strong professional relationships
• Capable of working with a diverse group of individuals and personalities
• Accuracy and a strong attention to detail
• Demonstrated ability to work collaboratively
• Ability to follow direction and utilize critical thinking and problem-solving skills
• Strong ability to multitask and effectively perform in a fast-paced environment
• Proficient in managing problems involving several variables
• Ability to work under pressure within deadlines
• Skilled in managing and prioritizing shifting responsibilities

Anywhere Real Estate Inc. (NYSE: HOUS) is on a mission to empower everyone’s next move. Home to some of the most recognized brands in real estate Better Homes and Gardens® Real Estate , Century 21® , Coldwell Banker® , Coldwell Banker Commercial® , Corcoran® , ERA® , and Sotheby's International Realty®

The Anywhere portfolio includes franchise and brokerage operations as well as national title, settlement, and relocation companies and nationally scaled mortgage origination and underwriting joint ventures. Supporting approximately 1.5 million home transactions in 2021, Anywhere is focused on simplifying, digitizing and integrating the real estate transaction for all consumers, no matter where they may be in their home buying and selling journey. With innovative products and technology, Anywhere fuels the productivity of its approximately 196,200 independent sales agents in the US and approximately 136,400 independent sales agents in 118 other countries and territories.

At Anywhere Real Estate, diversity fuels success – for our company, for our employees, and for our industry. We strive to be a top destination for diverse talent, committed to creating a culture of belonging that empowers everyone’s next move. We pursue talent – strategic thinkers who are eager to always find a better way, relentlessly focus on talent, obsess about growth, and achieve exceptional results. We value diversity – respecting backgrounds, cultures, perspectives, and beliefs. We develop our diverse talent base – through increasing representation in executive key leadership roles with actions including mentorship programs and partnerships with real estate associations that promote diversity and inclusion. Read more about our company’s diversity, equity, and inclusion efforts in our annual Corporate Social Responsibility Report .

You’ll find our commitment to diversity reflected in our achievements:

• Recognized as one of the World’s Most Ethical Companies since 2011.
• Anywhere has also been designated a Great Place to Work since 2019.
• Recognized by Fortune as one of America’s Most Innovative Companies.
• Honored by Forbes as one of the World’s Best Employers for Diversity and Top Female Friendly Companies.
  
  
  

With a diverse employee population, we know we will succeed together and move real estate to what’s next. We hope you’ll join us.

Anywhere Real Estate Inc. (NYSE: HOUS) is moving real estate to what's next. Home to some of the most recognized brands in real estate Better Homes and Gardens® Real Estate, Century 21®, Coldwell Banker®, Coldwell Banker Commercial®, Corcoran®, ERA®, and Sotheby's International Realty® , we fulfill our purpose to empower everyone's next move through our leading integrated services, which include franchise, brokerage, relocation, and title and settlement businesses, as well as mortgage and title insurance underwriter minority owned joint ventures. Anywhere supports nearly 1 million home sale transactions annually and our portfolio of industry-leading brands turns houses into homes in more than 118 countries and territories across the world. At Anywhere, we are empowering everyone’s next move – your career included. What differentiates us is our scale, expertise, network, and unique business model that positions us as a trusted advisor throughout every stage of the real estate transaction. We pursue talent – strategic thinkers who are eager to always find a better way, relentlessly focus on talent, obsess about growth, and achieve exceptional results. We value our people-first culture, which thrives on empowerment, innovation, and cross-company collaboration as we keep moving the world forward, together. Read more about our company culture and values in our annual Impact Report.

We are proud of our award-winning culture and are consistently recognized as an employer of choice by various organizations including:

• Great Place to Work
• Forbes World's Best Employers
• Newsweek World's Most Trustworthy Companies
• Ethisphere World's Most Ethical Companies