US Real Estate Leads Manager
4 days ago
Location: Hyderabad, India
Shift: Night Shift (8 PM to 6 AM IST) to match US EST hours
We are seeking a proactive and detail-oriented Leads Manager to oversee the lead management process and ensure seamless coordination between Inside Sales Agents (ISAs), real estate agents, and clients. The ideal candidate will also handle client queries, resolve escalations, and maintain a high standard of customer satisfaction. Strong process management and communication skills are essential for this role.
Key Responsibilities:Lead and Appointment Management:
Oversee and monitor all leads after appointments are scheduled by ISAs.
Ensure timely follow-ups by agents and confirm that appointments are honored.
Agent Coordination:
Act as a liaison between agents and clients, ensuring clear communication and updates.
Provide reminders and follow-up schedules to agents for better lead management.
Customer Query Resolution:
Address and resolve client concerns related to appointments and real estate inquiries.
Maintain a calm and professional demeanor while handling escalations and complex queries.
Process Management:
Implement efficient workflows for tracking leads, resolving client issues, and coordinating agent activities.
Identify and improve gaps in the lead management process to optimize efficiency.
Data Management and Reporting:
Accurately document lead progress, appointments, and client feedback in the CRM.
Generate and analyze reports on lead status, agent performance, and client satisfaction metrics.
Customer Experience Excellence:
Ensure every lead and client interaction aligns with company standards for exceptional customer service.
Proactively follow up to maintain high client satisfaction and engagement.
Conflict Resolution:
Resolve disputes or challenges between agents and clients promptly and effectively.
Provide solutions that balance client needs and business priorities.
Experience:
Minimum 4 years of experience in a process-driven customer service or lead management role.
Experience in the real estate industry or similar client-facing roles is preferred.
Skills:
Process-Oriented Thinking : Ability to design, implement, and refine workflows for lead management.
Problem-Solving : Strong conflict resolution and decision-making skills.
Communication : Excellent verbal and written communication skills with a professional, neutral tone.
Technical Proficiency:
Familiarity with CRM systems like BoomTown, Follow Up Boss, or kvCORE .
Proficiency in tools like Microsoft Office and Google Workspace .
Organizational Skills:
Ability to manage multiple leads and priorities simultaneously.
Detail-oriented with a focus on accuracy and consistency.
Flexibility:
Must be available to work during US EST hours .
Adaptability to changing client needs and priorities.
- Experience in managing client tickets or escalations in a structured environment.
- Familiarity with service-level agreements (SLAs) and process adherence.
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