Director of Client Care

Your job title: Client Care Manager
Where you will work: Keller Williams Honolulu
Direct Report: Rolando Ordinario
Effective Date:

Who are we?

The mission of The O Team is to turn our clients into Lifetime Clients. This process starts as soon as we get the referral and never truly ends. We are relationship focused & ensure we stay in contact well past the closing through a systematic marketing approach including client events, give-a-ways, phone calls & mailers. We are a team of specialists who all focus on what is most important which allows us to be most effective for the clients that we serve. Everyone on our team leverages systems, models and people so we can ensure Real Estate does not control our life. We operate from a clear vision & never stop learning new ways to improve ourselves and the experience for our clients. Our vision is to double our sales and production within the next 5 years. We create opportunities from within and care about more than just the business success of our team. Our ultimate goal is that the client never needs to call us throughout the process as we are so proactive in taking care of their current and future needs!

The O Team Expectations/Standards:

● Commit to Self Mastery & Mastery of the Client Care Manager Role

● Move from Entrepreneur to Purposeful (E to P) by building and leveraging systems to break through our glass ceiling. (talent pushes and non-talent has to be pushed)

● Constant and never ending improvement (CANI) & a lifelong learning attitude.

● Remove any limiting beliefs regarding self and the role.

● Take ownership of the role and accountability. Never have a “victim attitude.”

● Be flexible with duties & tasks assigned as every day will be something different.

● Contact your own “Lifetime Clients” or Sphere of Influence 4 times a year (2 phone calls & 2 personal text)

Who are we looking for?

Our Client Care Manager is an individual who is detail-oriented, thrives on helping people, is an excellent problem solver, persistent, focused, and has vast experience and proven success in prioritizing tasks through systems and organization. People feel happy and cared for when they interact with this person.

This individual is patient and not easily flustered. They have a strong sense of urgency, but not at the expense of quality. In addition, They demonstrate integrity, share our team values, have a work ethic that is higher than most, and a history of being a high achiever who craves accountability to results.

The Client Care Manager must be comfortable being uncomfortable as part of a team who is always looking to grow, while at the same time enjoy having a schedule and checking things off the list daily. They is solutions-oriented. They will manage the entire listing-to-contract-to-close process efficiently and effectively.

Essential duties and responsibilities

• Prepare net proceeds documentation to seller
• Follow up with sellers to complete listing agreements, disclosures, and any other required paperwork needed to send to the office broker for file compliance
• Manage entire MLS listing process (MLS Input sheet, entering details into MLS and managing Showing Time)
• Set up showings and open houses to receive critical feedback that can improve the showing process.
• Prepare all listing information including property photography, pre-listing presentations, and online research for each property on the MLS database.
• Prepare customized Listing Presentation for Listing Agent
• Coordinate all marketing efforts for each listing.
• Communicate coming soon listings with team and brokerage
• Effectively communicate with Listing Agent, Transaction Coordinator and Marketing Manager throughout the entire transaction
• Manage ordering the yard sign and additional sign riders
• Coordinate and attend staging appointments with sellers/Vendors
• Host showings for O Team listings without lockboxes
• Client Pop-Bys
• Preparing Door Hangers
• Dropping off Pre-Listing Package

2. Knowledge/Skills

• Strong time, organizational, and project management
• Excellent customer service and interpersonal skills
• Ability to learn quickly and independently.
• Reliable and dependable

• Communications/Interactions/Meetings
• Team Meeting (every Tuesday from 11:15 am. - 12:00 p.m.)
• Weekly 30 min 4-1-1 Meeting with [Rolando] (Time TBD)
• Office Meeting (every Tuesday from 12:00 p.m. - 1:00 p.m.)
• Weekly Transaction Update Meeting (Listing Specialists, Transaction Coordinator, Executive Assistant and Director of Operations) (time TBD)
• Attend all Client events that our team is hosting
• Quarterly Team Advances

• Compensation
• $Hourly Bonus
• Referral Commission Percentage if currently licensed in Hawai’i
• Eligible for Profit Share after 90 Days.
• Profit Share
• [Name] can earn additional income by recruiting Real Estate Agents to join KW and having their name [Name] as a sponsor. This can include agents in our office as well as across the country/world.
• If the joining agent names [Name] as his/her sponsor [Name] can build her profit share tree that can be as wide as possible and goes down 7 levels.
• Profit share is directly deposited into your bank account on the 21st of every month and there is no limit to the earning potential.
• Paid Time Off (PTO) after 90 days
• You will earn 10 days of personal time for use each calendar year. Personal time to be used for any reason (vacation, sick time, ect)
• KWRI Calendar of Holidays will be additional days off not counted towards PTO.
• Bereavement Time: If any immediate family member passes away, there will be 5 days of bereavement time to attend funeral that do not count towards PTO.
• Max of 5 unused days to be rolled over to the subsequent calendar year.
• Unused personal days have no monetary value & are not paid out.

Job Types: Full-time, Part-time

Pay: $30,000.00 - $50,000.00 per year

Expected hours: 20 – 40 per week

Benefits:

• Flexible schedule
• Paid time off

Schedule:

• 8 hour shift

Work Location: In person