Customer Support/technical Support Team Lead
Hold multiple roles to ensure efficient operations and customer service at company connecting real estate agents and home buyers through site providing comprehensive real estate listings. Deliver customer service and technical support via email and phone to real estate brokers. Successfully cross-train as an Appointment Desk Coordinator, Broker Account Manager, and Customer Support Supervisor. Provide ongoing training and assistance to Customer Service and Inside Sales staff, including coaching in sales best practices, product knowledge, and internal processes. Perform account payables functions to support customer relationships including processing refunds, creating account reports, and managing billing information.
- Consistently recognized by real estate partners for superlative customer service and resolution of escalated issues.
- Quickly gained product and system knowledge to deliver consultative sales to real estate agents to optimize product features and navigate systems.
- Partnered with marketing to coordinate agent training using MyEmma and documented training events using Salesforce.
- Mastered multiple databases to ensure documentation and follow up.