What are the responsibilities and job description for the Agent Support Specialist position at Realogy?
General Summary
The Agent Support Specialist contributes to the growth, profitability and success of the organization by exhibiting the following behaviors: Customer/quality focus, accountability, adaptability, collaboration, communication, inclusiveness, job knowledge/technology orientation & team focus. Must have high customer service focus with the ability to remain positive and energetic while multitasking during all kinds of situations.
This position is responsible for the reception area and for providing a high-level of administrative and customer support to the public, agents, and staff at our Madison Park branch office. Daily administrative support may include: clerical and accounting support for the branch office meeting advertising and marketing deadlines, computer systems and software tools, multi-tasking and general office work within a fast-paced environment.
Principal Duties & Responsibilities
Reception
- Open & close office as needed, including lights, phones, other office equipment, signage, coffee, unlocking/locking appropriate cabinets & doors, etc.
- Greet guests in a prompt, professional & friendly manner.
- Triage incoming questions and calls. Provide callers with information such as address, directions, phone numbers, company website & other related information.
- Distribute incoming mail, faxes, packages, & documents delivered by Escrow/Title courier.
- Post outgoing mail, bulk mailing and coordinate courier pick-ups & deliveries as needed.
- Set-up & maintain employee/agent mailboxes
- Order name plates & badges as needed.
- File, scan & copy documentation as needed.
- Update branch lists including office/phone roster, check-in sheets, birthday list, etc.
- Monitor, order, & stock office supplies & forms; replenish forms, paper (including copiers) & other supplies as needed. Re-file extra forms.
- Keep front desk, lobby, kitchen, conference and resource areas clean & tidy at all times.
- Assist with other administrative duties as directed by the Bellevue Office Manager and Principal Managing Broker (PMB).
- Maintain phone system for all new & existing employees & agents.
Transaction Support
- Enter listings into the MLS. Upload/attach documents, photos & virtual tours.
- Assist brokers with the completion of Contract Info Sheets and submission of paperwork to the firm.
- Review Skyslope files and update checklists for PMB review. Coordinate with Central Processing team to ensure proper file set up/broker payment accuracy. Escalate any transaction issues to ensure timely resolution
- Complete final closing audits in Skyslope
- Ensure proper electronic file storage on the S drive, in Skyslope and NWMLS documents.
- Communicate with agents on upcoming listing expirations, and update NWMLS status as needed
- Deposit earnest money checks, prepare earnest money release authorizations for PMB review, and monitor EM timelines for transactions
Accounting
- Collect, code, & submit vendor invoices for Principal Managing Broker approval & payment.
- Ensure that Brokers are correctly re-billed for incurred expenses.
- Copy & code Broker A/R payments and forward to corporate accounting department as received.
- Troubleshoot Broker A/R billing discrepancies as needed.
Marketing
- Coordinate all branch print and online advertising, ensuring that all content is proofread & accurate. Design ad templates or request the same from the Marketing department as needed.
- Manage office ad calendar and internal deadlines.
- As directed by branch Marketing Director, create & prepare general marketing collateral for the branch (i.e. flyers, postcards, etc.) Know and adhere to corporate brand standards.
- Troubleshoot basic issues with marketing tools & escalate unresolved issues to the Marketing Manager.
- Assist agents with creating & preparing general marketing collateral (i.e. flyers, postcards, etc.). Know and adhere to corporate brand standards, MLS rules, and state licensing requirements. Organize forms in order for processing, scan, label, as needed.
- Assist with troubleshooting basic issues with marketing tools & escalate unresolved issues to the corporate Marketing department.
Admin Support
- Ensure all relevant communication with agents is sent out in a timely & clear manner.
- Keep OM & PMB informed of any office or agent relations issues to resolve possible conflicts
- Develop & maintain proficiency in all applicable office technology (i.e. computers, software, email, DeltaNet, company website, phone, copiers, fax machines, printers, etc.) in order to effectively train others & act as the first line of contact for all branch technology issues. Troubleshoot basic issues & escalate unresolved issues to the corporate Technology department. Ensure resolution of open issues.
- Ensure that new employees & agents are set-up & trained on the network, email, phone/voicemail & all other applicable company technology.
- Attend technology classes & participate in ongoing training as necessary.
- Troubleshoot copiers, fax machines & printers and submit work orders as necessary.
- Assist in facilities maintenance issues, including scheduling needed services
- Assist PMB & Office Manager with new broker orientations.
- Assist with various branch events including weekly meetings, monthly events & festive branch-related functions.
- Act as back up for maintaining licensing board by reviewing board on a weekly basis, communicating renewal deadline with agents & following up on expiration process as needed.
- Ensure proper inventory of all office supplies (i.e. paper, envelopes, general office supplies, toner for office machines, etc.)
Required Qualifications
– Education & Experience
- High school diploma or equivalent required.
- Minimum of 2-3 years in a professional office environment required. Real estate office experience preferred.
- Strong interpersonal skills. Ability to generate a feeling of trust and confidence, and establish and maintain effective relationships as necessitated by work assignments. Strives for continuous improvement and solicits customer feedback to improve service.
- Strong organization and time management skills with the ability to manage competing demands and prioritize work to meet deadlines in a fast-paced environment.
- Effective written, verbal and listening communications skills. Ability to speak clearly, listen and get clarification; read and interpret written information; write clearly, accurately and concisely. Ability to read and write English fluently.
- Strong attention to detail; ability to be highly accurate with critical information and be able to adapt during constant interruption of duties.
- Solid attendance history.
- Positive & productive attitude.
- Ability to handle confidential information with discretion.
- Self-driven, motivated, results-oriented.
- Professional dress & demeanor.
- Proficient with Windows operating system, Microsoft Office products (including Outlook, Word, Excel, PowerPoint and Publisher).
- Ability to troubleshoot basic issues and train others on basic and intermediate skills.
- Knowledge of Adobe products and social media preferred.
– Licensing, Certification & Registrations
- None.
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