About SERHANT.
SERHANT. is the most followed real estate brand in the world, calibrated for the marketplace of tomorrow, delivering proven results for buyers, sellers, and developers. SERHANT. revolutionizes the traditional brokerage model by innovating through media and content creation and is powered by a full-service in-house film studio as well as an amplification platform that puts our properties in front of more people than anyone else.
In S.MPLE where we’re transforming real estate through AI-driven support combined with human expertise. Our innovative approach delivers a one-of-a-kind product, empowering agents to complete tasks faster and more seamlessly, helping them reclaim valuable time to focus on what matters most.
About the Role
We are seeking a dedicated and detail-oriented Customer Service Advisor to join our dynamic S.MPLE Department. This role will be essential in the customer service experience and Agent retention and satisfaction. As a CS Advisor, you will play a pivotal role in ensuring our agents are engaged with S.MPLE services and feel empowered to grow their business. You will also collect and provide feedback regarding agent engagement, retention metrics, and help streamline processes to enhance agent satisfaction and Net Promoter Scores (NPS).
Responsibilities:
- Learn and understand the basics of the Advisor role and be able to step in when necessary, including handling S.MPLE requests such as marketing, social media, and basic agent support.
- Act as first point of contact for all incoming requests to analyze the scope of work, assign the request and due date, and handle Agent communication.
- Direct requests and inquiries, that are handled outside of the S.MPLE Department, to the appropriate internal department and oversee a smooth hand-off process.
- Support project management for new workstreams involving collaboration between S.MPLE and other internal departments ensuring efficient processes and successful resolution.
- Responsible for Agent engagement and satisfaction through goal oriented personalized check-in activities to address concerns, answer questions, and provide solutions that enhance their use of the S.MPLE service.
- Accountable for monitoring and tracking agent satisfaction, retention, and NPS scores.
- Focused efforts on initiatives to increase agent retention and engagement, ensuring a minimum 10% month-over-month increase in agent usage and satisfaction scores.
- Co-lead S.MPLE monthly S.ESSIONS to educate Agents on best practices and create a structured learning environment to boost agent success.
- Understand the SERHANT. suite of tools and effectively educate agents on how to use these tools effectively in conjunction with S.MPLE to grow their business.
- Work with the department Director to suggest and implement process improvements that scale and enhance the agent experience.
- Proactively identify and troubleshoot issues agents face when utilizing S.MPLE, ensuring timely resolutions that minimize downtime and frustration.
- Develop and implement customer service, service level of agreements for the department.
- Responsible for leading the Advisor team in customer service best practices through scheduled quarterly meetings.
- Understand and lead the onboarding process for new agents S.MPLE, when needed.
- *The company reserves the right to add or change duties at any time.
Qualifications:
- 1-2 years of experience in a customer-facing, client service role, ideally within the real estate or technology industry.
- Strong organizational skills and the ability to manage multiple projects and responsibilities simultaneously.
- Excellent communication skills (both written and verbal), with the ability to simplify complex concepts for agents.
- Experience with CRM systems, Microsoft Office, and other real estate tools and technology.
- Ability to work in a fast-paced, dynamic environment and maintain a high level of professionalism.
- A proactive, solutions-oriented mindset with a strong focus on agent success and satisfaction.
- Familiarity with real estate transactions and contract processes is a plus.
Skills:
- Strong customer service and relationship management skills.
- Excellent time management and organizational abilities.
- Positive attitude, with a passion for helping agents succeed.
- Ability to work independently, as well as collaborate with a larger team.
- Proficiency in using real estate technology platforms and tools.
