Location: Austin,TX, USA
MAPS Coaching is the award winning coaching and training department for Keller Williams. We focus on enhancing skills, knowledge and performance through structured learning programs and personalized coaching for real estate business owners.
The Consumer Experience Support Specialist helps retain customers, boost brand reputation, and ensures high-quality interactions with our clients. Ultimately, this position influences business growth and revenue through client loyalty and relationships.
Austin Texas Corporate Office-TX-CO
With more than 1,000 market center offices and 173,000 agents, Keller Williams is the world's largest real estate franchise by agent count. The franchise is No. 1 in units and sales volume in the U.S. Since 1983, the company has cultivated an agent-centric, technology-driven, and training-based culture, and has consistently won awards as Best Companies to Work for in Texas, Top Work-Life Balance Company, America's Best Employers for Diversity, Best Employers for Women, and America's Most Innovative Companies. If you want to be a part of an award-winning team that fosters innovation, focuses on people and service, and where you can make a difference, then Keller Williams is the place for you.
Keller Williams Recognition in 2024:
* Glassdoor Best Places to Work 2024
* Entrepreneur 2024 Franchise 500 Hall of Fame
* Franchise Business Review 2024 Top Franchise for Women
* Realtor Mag 2024 NAR 30 under 30
* Franchise Business Review Culture 100
As our Consumer Experience Support Specialist, you will provide exceptional, high-touch customer service to our KW MAPS coaches and clients.
* Maintain and oversee the email ticketing system- ZenDesk
* On-Duty daily to answer incoming calls to the MAPS Customer Care line and return all voicemails within one business day
* Proactively and efficiently communicate with clients and coaches on a regularly scheduled basis
* Collaborate with MAPS Leadership and other MAPS team members to accomplish yearly GPS goals. May be responsible for line items in the MAPS GPS as assigned
* Point of contact for internal coach pay inquiries, support billing team, and utilize our CRM- Zoho
* Review client feedback from MAPS products to identify trends and communicate opportunities for additional coach and consumer training
* Review and process all incoming requests for program status changes
* Provide exceptional Customer Service and act as lead/support for all MAPS Events- virtual and in person
* Maintain registration for BOLD and Fast Track Coaching programs
* Maintain client portal- Kajabi, and webinar platforms
* Complete all client billing activities for BOLD and Fast Track programs
* Cross-collaborate with Director of BOLD and Fast Track Launch coordinators
* Assist with coverage of the CE team when other members are out of the office
* Complete all administrative tasks including billing actions and requests
* Manage multiple billing systems, including Maxio
* BA in Business, or related field preferred
* Two plus years in a hospitality, customer-facing or consumer experience related role
* Outstanding customer service skills
* Excellent verbal and written communication skills
* Experience with creative and proactive problem-solving, and process improvement
* Strong attention to detail
* Ability to juggle multiple tasks without letting details fall through the cracks
* Experience in a leadership or team lead role that is responsible for holding support teams accountable for superior client experience, preferred
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities as defined by the Americans with Disabilities Act As Amended to perform the essential functions.
* Sitting
* Keyboarding
* Viewing computer monitor
Work is performed in a business office environment. Ability to work extended hours, as required, in support of the company's business needs.
* Medical (including FSA and HSA options)
* Dental
* Vision
* 401k with Company Match
* Keller Williams Incentive Plan (KWIP)
* Basic Life Insurance
* Voluntary Life Insurance
* On-Demand Mental Healthcare
* Employee Assistance Program (EAP)
* Legal Services
* Pet Insurance
* Identity Theft Protection
* Paid Time Off
* Paid Holidays
* Floating Holidays