Client Care Coordinator Job Description
The overall role of the client care coordinator is to provide the highest level of support to Extra Mile Team and its clients and customers. It is expected that this position will support and assist all clerical duties, data entry, and all other relevant administrative duties so that the Extra Mile Team maintains and grows its client base.
Duties to be performed in this position include but are not limited to the following:1. Administrative
- Oversee all aspects of the administration of agents’ business.
- Manage Virtual Assistant to accomplish all of these goals
- Task Virtual Assistant with as many of the repetitive task as possible to free your time to help agents increase their business.
- Create and manage all systems for sellers, buyers, client database management, lead-generation tracking, lead follow-up, and office administration.
- Maintain all agent financial systems, profit-and-loss statements, bill payment, budget(s), bank accounts, and business credit card(s).
- Coordinate the purchasing of any office equipment, marketing materials, and any other business-related supplies and materials.
- Create and update a business operations manual and all job descriptions/employment contracts for any future hires.
- Manage the process for recruiting, hiring, training, and ongoing leadership of all future administrative hires.
- Check in with agents for conducting all agreed-upon lead generation activities.
- Ensure that all agent activities are limited to listing property, showing property, negotiating contracts, and lead generation.
- Answer phones in a polite, professional manner.
- Return all emails within 15 minutes.
- Participate in daily huddles, review daily schedule, and determine the course of action for anything unscheduled.
- Prepare team meeting agendas and distribute them prior to the meeting.
- Take and distribute full meeting notes.
- Send cards for upcoming milestones (birthdays, anniversaries, etc).
- Complete and document work in a systematic process so it can be replicated and repeated every time in the same way.
2. Listing (Listing To Contract)
- Oversee all aspects of seller transactions from initial contact to the executed purchase agreement.
- Prepare all listing materials: pre-listing presentation, listing agreement, seller's disclosures, comparative market analysis, online property profiles, multiple listing service (MLS) research, etc.
- Consult and coordinate with sellers all property photos, staging, repairs, cleaning, signage, lockbox, access requirements, and marketing activities.
- Obtain all necessary signatures on listing agreements, disclosures, and other necessary documentation.
- Coordinate showings and obtain feedback.
- Light Social Media management
- Provide proactive weekly feedback to sellers regarding all showings and marketing activities.
- Coordinate all public open houses and broker open houses.
- Enter all listing information in MLS and marketing websites and update as needed.
- Submit all necessary documentation to the office broker for file compliance.
- Input all necessary information to client database and transaction management systems.
3. Transaction Coordination (Contract To Closing)
- Oversee all aspects of buyer/seller transactions from executed purchase agreements to closing.
- Coordinate attorney, mortgage loan, and appraisal processes.
- Coordinate inspections, assist in negotiations regarding repairs, and coordinate completion of repairs.
- Regularly update/maintain communication with clients, agents, attorneys, lenders, etc.
- Submit all necessary documentation to the office broker for file compliance.
- Coordinate moving/possession schedules.
- Schedule, coordinate, and possibly attend closing processes.
- Input all client information into the client database system.
- Schedule 30-day, 90-day, and 120-day client customer service follow-up calls to assist with any home improvement provider recommendations and to ask for referrals.
- Add client to “After the Sale” email drip in CRM.
- If licensed, perform showings, inspections, property visits as needed.
4. Marketing
- Supervise client database management program and system.
- Create and regularly prepare all buyer and seller consultation packages.
- Coordinate the preparation of all listing and open house fliers, graphics, signage, and all other marketing materials.
- Manage and update agent website(s) and online listings.
- Regularly assist agents to manage and enhance their social media presence.
- Track and coordinate all inbound leads from websites, social media, and other online sources.
- Coordinate all client and vendor appreciation events.
- Regularly obtain client testimonials for websites, social media, and other marketing materials.
- Coordinate/order client closing gifts and referral thank yous.
- Coordinate and implement agent marketing videos and property videos on website(s), blog(s), social media, and client database email campaigns.
Pay: $20.00 - $21.00 per hour
Work Location: Hybrid remote in Columbia, SC 29229
