Job Summary
TELECOMMUTE Location : Remote, US
An intrinsic desire to serve customers and provide a delightful, seamless experience
The ability to stand up a new department
Keen attention to detail and perception of numbers
Exceptional organizational skills
Impeccable written and verbal communication skills
Strong time-management and project management skills
An ability to remain calm and focused under pressure
The drive to be a part of innovation and a growing team
3+ years experience leading others
2+ years real estate experience preferred
Skills
Customer Support
Organization skills
Project Management
Customer Success
Stakeholder Management
Managing Skills
Written & Verbal Communication
Real Estate Knowledge
Responsibilities and Duties
Manage Full-Time and Part-Time team members to deliver excellent customer service
Merge two current teams into one in order to stand up a strong cross-functional support team
Manage and own performance of a ticket-based queue of real estate contracts, be accountable for team’s performance
Create reports and dashboards within Salesforce for team member and management use
Host weekly team meetings and 1-1 meetings with each team member
Ensure the team is trained in reviewing every request to confirm it has accurate data, within Homeward’s terms, and matches our requirements
Assist Support Team Members in communicating with agents effectively and urgently on all required contract edits as well as internal stakeholders, getting on the phone when helpful to guide them through these
Demonstrate expert knowledge of how our Homeward products and program relate to contracts
Maintain the source of truth for all contract and policy questions for the department
Log detailed and accurate notes, and keep systems and records up to date
Proficient in e-signature programs such as Docusign, Authentisign, and dotloop
Manage the teams' schedules to ensure coverage seven days a week.
Manage phone line after-hours to route inbound calls to appropriate Homeward team
Consistently monitor calls to ensure the team is trained properly on incoming calls.
Required Experience and Qualifications
Experience : 3 - 5 years in Customer Support( Required )
Graduation : Bachelor's Degree( Required )
Proficient in English( Required ) 
