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About the Role
The Regional Support Specialist Supervisor provides critical administrative, operational, and customer service support to branch offices, leaders, and agents. This role serves as the first point of escalation for questions and issues, manages team workflow, ensures office coverage, and provides coaching to Regional Support Specialists. The position also involves direct support as a Regional Support Specialist/Director of Sales in a specific office, processing agent transactions, acting as a liaison with departments and business partners, and general office administration. This role is significant in driving the success of helping agents live exceptional lives.
Responsibilities
- Serve as the first point of escalation for questions and issues.
- Manage RSS workflow and employee absences.
- Coach RSS’s within pod as opportunities arise.
- Liaison to Branch Managers in your pod.
- Support RSS Leadership with performance feedback.
- Manage RSS Team huddles in your pod.
- Manage compliance issues.
- Work on special projects as needed.
- Ensure all office items remain in working order in collaboration with facilities and IT partners.
- Ensure office supplies are sufficiently stocked and organized, and mail is distributed.
- Greet and direct agents/customers as needed.
- Provide white-glove service for agents and clients, promoting available support.
- Support Agents with technology, process, or operational questions.
- Promote a friendly, inclusive office culture that reinforces the agent value proposition.
- Work with the Agent Onboarding Team to support the agent onboarding process.
- Ensure agents’ transactions are efficiently and accurately processed, with timely commission payments and avoided adjustments.
- Scan physical checks as needed.
- Act as a point of contact for following up on missing documentation or escalating transactional issues.
- Perform database entry and updates in MLS and Transaction Manager.
- Ensure transactions are complete for compliance, commission payments are timely, and adjustments are avoided.
- Perform systems review of Trident and Transaction Manager, and submit issue resolutions through OnBase.
- Support Branch Managers with maintaining office promotional items, sales meetings, new agent orientations, and supporting office culture.
Requirements
- 2 or more years of in-office branch support experience.
- 1 or more years of customer service experience preferred.
- Prior Real Estate office experience preferred.
- Strong written and verbal communication skills.
- Technologically proficient in all areas, including familiarity with various operating systems on PCs and Macs and ability to navigate computer software.
- Proficiency with Microsoft Office.
- Ability to communicate effectively with different audiences, including agents, branch managers, and operational support teams.
- Customer focused, delivery oriented, ability to multi-task.
- Willingness to be “nimble” and adjust priorities as needed.
Skills
- Customer Service
- Communication
- Microsoft Office
- Technology Proficiency
- Multi-tasking
- Problem Escalation
- Workflow Management
- Coaching
- Database Management
- Transaction Processing
Location
- Remote
Work Type
- Full-time
Experience Level
- 2+ years of experience
Benefits
- Medical, Dental, Vision, Short-term and Long-term disability benefits, AD&D
- 401(k) savings plan with company match
- Paid Time Off to Include Holidays, Vacation Time, and Sick Time
- Paid Family & Paternity Leave
- Life Insurance
- Business Travel Accident Insurance
- Access to LinkedIn Learning
- Employee Referral Program
- Adoption Assistance Program
- Employee Assistance Program
- Health and Wellness Program and Incentives
- Employee Discounts
- Employee Resource Groups
About the Company
- Coldwell Banker Realty represents Coldwell Banker’s company-owned brokerage offices, with a roster of more than 44,700 affiliated agents across the U.S. They handle 153+ billion in annual sales volume and serve as operational hubs for training, marketing, and regional leadership. Coldwell Banker Realty is a subsidiary of Compass International Holdings.
- Compass International Holdings is a global real estate services company empowering real estate professionals with everything they need to realize their entrepreneurial potential. With a presence in every major U.S. city and approximately 120 countries and territories, Compass International Holdings serves millions of buyers and sellers through a portfolio of some of the most recognized and iconic brands: @properties, Better Homes and Gardens® Real Estate, CENTURY 21®, Christie's International Real Estate, Coldwell Banker®, Compass, Corcoran®, ERA®, and Sotheby's International Realty. In addition to brokerage services, Compass International Holdings offers integrated services, such as mortgage, title, insurance, escrow, and relocation.
- NYSE: COMP
- 340,000 Real Estate Professionals
- 2,000+ independently owned and operated brokerages
- 120 countries and territories