Personal Assistant / Executive Assistant / Lifestyle Manager

Assistant – Client Development Coordinator

Job/Role Profile

This position is designed to improve the company’s ability to attract and retain customers and clients. Initially, this position will require the company’s existing business development and client retention functions to be reorganized, improved, formalized, and documented.

The Executive Assistant / Client Development Coordinator will be responsible for the creation of the systems focused on improvement and documentation of the client experience, growth and improvement of new client development channels, and, ultimately, hiring two or three staffers into this department to work within discrete job functions, such as Inside Sales, Outbound Sales, and Client Concierge.

The department will coordinate with members of the back office in connection with ongoing initiatives, such as online lead development, traditional marketing, cutting edge marketing, web site, database, client parties, client events designed to grow and enhance the “client community,” open houses, client gift program, client experience questionnaires, quality control tools and customer satisfaction surveys.

The department will be expected to conform with existing company culture, with an emphasis on creating and reviewing at meetings dashboard reports that are not overly burdensome to maintain and that isolate critical performance metrics to drive desired outcomes. Regular weekly meetings with the lead agent will be expected.

Primary Objectives:

SECURE APPOINTMENTS – Maintain rigorous prospecting for new appointments from “Mets” and “Unmets.” Achieve productivity, appointment setting, and revenue targets.

RETAIN CLIENTS – Track, oversee and optimize all customer interactions to achieve maximum lifetime profit through repeat transactions and referrals from the entire client base. Increase and foster client loyalty through high-quality interactions at each step of the client “life cycle.” Much of this will happen during the ‘contract to close’ period. Afterward, clients will be put into a 33 touch program.

1. Critical Inside Sales Duties

• Respond to inbound sales inquiries and outbound cold calling to convert leads to appointments
• Follow scripts to deliver the team value proposition and handle objections
• Qualify leads to accurately convey motivation, competition, and financial specifics to the team leader.
• Accurately track and report productivity and sales metrics
• Understand and internalize evolving real estate trends in local market
• Database management to ensure processes run smoothly and there is rigorous lead follow-up

2. Critical Outbound Sales Duties

• Make outbound cold calls to “Unmets” to convert to appointments
• Follow scripts to deliver the team value proposition and handle objections
• Qualify leads to accurately convey motivation, competition, and financial specifics to real estate agent
• Conduct market analysis to help establish property values
• Accurately track and report productivity and sales metrics
• Understand and internalize evolving real estate trends in local market
• Database management to ensure processes run smoothly and there is rigorous lead follow-up
• Create and maintain a nationwide referral network

3. Critical Client Concierge Duties

• Events: home buyer seminars, investor seminars, open houses, client parties, seminars, happy hours, birthdays and client events designed to grow and enhance the “client community”
• Make outbound calls to SOI 4x annually
• Send bi-annual hand written notes to SOI and past clients
• Manage “Client Life” events: closing gifts, holiday cards, birthdays, pop by’s, babies, etc.
• Collect reviews and testimonials from clients
• Develop and maintain client appreciation procedures – referrals, thank you cards, etc.

4. Critical Department Management Duties

• Once department has been constructed and has increased revenues to company sufficiently, Client Development Coordinator will be responsible for hiring 3 associates to work in the three functional areas of: OSA, ISA and Client Concierge
• Coordinate closely with members of the back office in connection with ongoing activities, marketing initiatives, events and clients
• Develop and maintain “Dashboard Reports” focusing on key metrics to drive desired outcomes
• Meet regularly with Operations Manager, other Back Office colleagues, President and Sales Management Team

Key Skills

• Strong written and verbal communication skills
• Exceptional telephone skills—ability to set and close appointments over the phone and willingness to spend the majority of the workday on the phone
• Ability to learn and internalize scripts and dialogues
• “Meeting Discipline” – Intentionality around ensuring that meetings advance projects through the use of metrics and the assignment and completion of key tasks

People Contacts and Interactions

• Inside & Outbound leads – daily
• Agents on team – daily
• Direct manager – daily
• President – monthly