Manager, Customer Care

Manager, Customer Care at Realtor.com®

Location: Scottsdale, AZ

Are you a Customer Care Manager expert? Are you ready to lead and motivate teams to do their best work with providing world class customer service and support? If you want to pursue your professional goals as you help grow an innovative real estate tech company, this work is for you. Join us as our newest Customer Care Manager and help change the world of real estate, one home at a time.

The Customer Care Manager will play a pivotal role in balancing business objectives with employee satisfaction while leading and mentoring a dynamic Customer Care team. The ideal candidate will be motivated, possess outstanding interpersonal skills, and excel at building cohesive teams to drive high performance and deliver exceptional customer service. This role requires a strategic, high performing leader with a commitment to fostering a positive work environment and achieving high customer satisfaction levels.

Top Reasons to Apply:

• You are passionate about a career in people leadership and have a firm understanding of how to lead, motivate, and focus teams to perform their best work. 
• You are equally passionate about providing world class customer service and creating lasting impressions with customers that stand out against industry competitors. 
• You offer strategic, innovative, and winning leadership skills that allow you to solve complex problems that drive results that would contribute to Realtor.com's business objectives and ambitions to be #1 in the real estate tech space.

What you'll do:

• Leadership & Team Management:
• Oversee and manage the daily operations of the Customer Care team, consisting of up to 20 Customer Care Representatives.
• Provide direct supervision, coaching, and support to ensure high performance and alignment with organizational goals.
• Implement team-building activities and foster a collaborative environment that encourages innovation and creative problem-solving
• Lead in cross functional partnerships with stakeholders across Care, Sales, Success, Product, and Tech teams
• Customer Service Excellence:
• Handle escalated customer inquiries and resolve complex issues promptly and effectively.
• Develop and execute strategies to improve customer service standards and satisfaction.
• Monitor and review customer interactions to ensure compliance with service quality benchmarks.
• Training & Development:
• Create and deliver training programs focused on quality assurance, productivity, product knowledge, and advanced customer service techniques.
• Conduct regular performance reviews and provide constructive feedback to support professional growth.
• Workforce Management:
• Utilize workforce management software to forecast workload and adjust staffing levels to meet demand efficiently.
• Manage scheduling, attendance, and performance metrics to ensure optimal team performance and coverage.
• Administer employee attendance and accountability measures, addressing any issues as they arise.
• Reporting & Analysis:
• Analyze performance metrics and KPIs to assess team performance against goals
• Consistently leverage existing and new data to identify areas for improvement and make strategic decisions
• Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency to senior management.
• Recruitment & Onboarding:
• Participate in the recruitment process, including interviewing, hiring, and onboarding new team members.
• Ensure new hires receive comprehensive training and integration into the team.

How we work:

We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.

What you'll bring:

• Experience:
• Minimum of 5 years of experience in a call center environment.
• At least 2 years of managerial experience in a call center or customer service role is preferred.
• Technical Skills:
• Proficiency with CRM software such as Salesforce, NVM and ACD reporting tools.
• Familiarity with workforce management software and advanced data analytics tools.
• Proficient in GSuite,(GMAil, Google Docs, Google Sheets, Google Slides)
• Core Competencies:
• Demonstrated ability to lead, motivate, and develop a high-performing team.
• Results-oriented with a strong ability to solve complex problems through strategy and innovation. 
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines with urgency and attention to detail. 
• Excellent communication skills, both verbal and written, with the ability to interact effectively with diverse audiences including complex situations and difficult conversations.
• Dedication to providing world class customer service and achieving operational excellence.

How we Reward you:

Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:

• Inclusive and Competitive medical, Rx, dental, and vision coverage
• Family forming benefits
• 13 Paid Holidays
• Flexible Time Off
• 8 hours of paid Volunteer Time off
• Immediate eligibility into Company 401(k) plan with 3.5% company match
• Tuition Reimbursement program for degreed and non-degreed programs
• 1:1 personalized Financial Planning Sessions
• Student Debt Retirement Savings Match program
• Free snacks and refreshments in each office location