Agent Success & Onboarding Specialist

Serhant; United States; On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Paid time off and holidays

Retirement benefits

Remote-friendly work environment

Job summary

SERHANT. is seeking an Advisor to SERHANT. Agents in the S.MPLE Department to enhance agent services and experiences, providing seamless support from start to finish.

You will engage with agents daily, manage 50+ requests, uphold SLAs, onboard new agents, leverage AI tools, and write repeatable SOPs while staying current on real estate trends.

Remote-eligible in the United States with occasional office presence as agreed with your manager.

Qualifications

• 5+ years’ experience, with 2-3 years’ experience in a high-level customer service position with direct client facing interactions
• Proven experience in an office manager or in a similar administrative role, preferably within the real estate industry
• Proficient in using software and tools, such as Microsoft Office Suite, CRM systems and software
• Excellent organizational and time management skills
• Strong attention to detail and accuracy in data entry and document preparation
• Demonstrated problem solving abilities and capacity to handle multiple tasks
• Familiarity with real estate transactions and contracts a plus
• Ability to maintain and handle confidential information

Responsibilities

• Actively engage with Agents on a day-to-day basis to assist in their daily workflow regarding task completion
• Contribute to month over month increased Agent adoption and engagement by a minimum 5% when it comes to S.MPLE usage
• Manage 50+ incoming Agent requests effectively with accuracy and high-quality deliverables
• Maintain all departmental Service Level of Agreements when it comes to Agent communication and turnaround times
• Perform onboarding procedures for new S.MPLE Agents
• Leverage internal and external AI tools and technology that are provided
• Act as the Quality Control checkpoint before delivering an Agent their requested
• Database Management: Maintain and update databases, ensuring accurate and timely entry of information and generate reports as required
• Collaborate with the brokerage team on agent onboarding, starting day one, to help establish efficient daily habits with Agents
• Support VIP Agents and Teams to leverage their business growth
• Liaison effectively with internal departments to scale operations and problem solve
• Write departmental standard operating procedures that are repeatable and scalable
• Responsible for staying up to date on real estate trends and competitive offerings, to refine strategies and suggest improvements to our service offerings
• Ensure compliance with all real estate regulations, company policies, industry best practices, including data protection and confidentiality requirements
• Maintain professional and technical knowledge of SERHANT. ecosystem tools, resources, and technology
• Be solutions oriented and analyze challenges and offer practical solutions and provide problem-solving support for Agents, combining expertise with technology assistance when needed
• Monitor agent performance and identify opportunities for enhanced efficiency to align with goals and department KPIs
• Collaboratively work with the S.MPLE department head to align towards annual OKRs and KPIs
• Participate in company training on skills improvement with respect to internal systems, resources & technology
• The Company reserves the right to add or change duties at any time

Skills

Responsible, organized, and diligent

Leadership ability

Dynamic, positive personality

Tools

Microsoft Office Suite

CRM systems

Job description

SERHANT. is seeking an Advisor to SERHANT. Agents in the S.MPLE Department to enhance agent services and experiences, providing seamless support from start to finish.

You will engage with agents daily, manage 50+ requests, uphold SLAs, onboard new agents, leverage AI tools, and write repeatable SOPs while staying current on real estate trends.

Remote-eligible in the United States with occasional office presence as agreed with your manager.