Client Experience Lead: Onboarding & Billing

Keller-Williams-Realty; Austin (TX); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical benefits

Vision benefits

401k with Company Match

Paid Time Off

Paid Holidays

Floating Holidays

Employee Assistance Program (EAP)

Job summary

Keller Williams Realty, LLC in Austin, TX is seeking a Manager, Client Experience to lead a CE team responsible for onboarding, proactive client communications, at-risk client management, and billing inquiries. This role analyzes client feedback and service metrics to drive improved retention and KPI achievement.

The position focuses on optimizing Zendesk and DialPad usage, developing engagement strategies, and coordinating billing workflows with cross-functional teams to enhance the overall

Qualifications

• Bachelor's degree required; four years of relevant education/experience may substitute for degree.
• Five+ years in customer service/hospitality with at least two years in supervision.
• Polished, professional demeanor with industry knowledge and trend awareness.
• Experience interpreting data and generating client performance reports; strong problem-solving and escalation skills.

Responsibilities

• Hires, trains, mentors, and manages the CE team performance.
• Oversees onboarding experiences and proactive client communications.
• Oversees client feedback channels and program performance trends; drives SLA delivery.
• Owns billing-related workflows and liaises with Billing and Clients to resolve inquiries.
• Designs billing processes and implements systems to ensure accurate charges and updates.
• Plans CE coverage for absences to ensure seamless service.

Skills

Customer service leadership

Data interpretation

Communication

Escalation management

Education

Bachelor's degree

Tools

Zoho CRM

Maxio

Zendesk

DialPad

Job description

Keller Williams Realty, LLC in Austin, TX is seeking a Manager, Client Experience to lead a CE team responsible for onboarding, proactive client communications, at-risk client management, and billing inquiries. This role analyzes client feedback and service metrics to drive improved retention and KPI achievement.

The position focuses on optimizing Zendesk and DialPad usage, developing engagement strategies, and coordinating billing workflows with cross-functional teams to enhance the overall