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Customer Service Manager Full Time
Position Overview
As our Customer Service Manager, you will be the primary point of contact for ensuring customer satisfaction across all touchpoints. You will manage and grow a remote service team, implement systems to streamline communications, resolve client issues, and reinforce our reputation for excellence.
Key Responsibilities:
Oversee the day-to-day operations of the customer service function, ensuring timely and high-quality support.
Lead, mentor, and coach a remote team of service representatives and support staff.
Develop and refine customer service workflows to align with The Clark Team’s brand and real estate processes.
Act as an escalation point for complex or high-priority client issues, ensuring resolution in a professional and timely manner.
Track and analyze customer satisfaction metrics (CSAT, response time, resolution rate) and provide regular reports to leadership.
Collaborate with real estate agents, transaction coordinators, and marketing to ensure client communication is consistent and seamless.
Maintain comprehensive knowledge of current listings, property statuses, transaction stages, and client pipelines.
Utilize CRM tools (e.g., Bitrix24, Follow Up Boss, Salesforce) to manage communications, service tickets, and client feedback.
Continuously evaluate and implement service enhancements based on customer feedback, team input, and business goals.
Represent The Clark Team’s values and commitment to service in all client-facing interactions.
Requirements:
3+ years of experience in a customer service management role, ideally within the real estate, property management, or related sector.
Proven leadership experience in managing remote or distributed teams.
Exceptional communication, interpersonal, and conflict-resolution skills.
Tech-savvy, with experience using CRM and customer service tools (Bitrix24 experience is a plus).
Deep understanding of real estate terminology, client lifecycle stages, and service expectations.
Highly organized, detail-oriented, and able to manage multiple priorities simultaneously.
Self-motivated and comfortable working independently in a fully remote environment.
Bachelor’s degree in Business, Communications, Real Estate, or a related field (preferred but not required).
What We Offer:
100% Remote Position
Competitive Salary + Performance-Based Bonuses
Flexible Schedule
Opportunities for Growth and Advancement
Supportive, people-first team culture
Training and access to real estate tools and CRM systems