Consumer Success Manager

| Austin
The CSM position is responsible for developing, leading, counseling, motivating, and managing
a team of CSRs to achieve goals and quota by delivering superior service and resolution to
realtor.com clients. The CSM is responsible for providing the necessary tools, information, and
coaching for CSRs to be successful. This includes creating a safe and fun to culture to promote
employee morale and engagement.
Duties & Responsibilities:
● Drive CSR dials and activities while maintaining a high standard for Quality and adherence
to the Rules of Engagement.
● Coach CSR reps on Quality, tone, script adherence, and customer service abilities through,
call monitoring, call breakdowns and performance management with ongoing training
● CSRMs should be a steward of the scripts, Sales, and Quality processes and should coach
and manage Reps in accordance in order to develop them, drive productivity, and ensure
the requirements are understood
● Proactively identify opportunities for corrective action and counsel, discipline, and/or
administer warnings to Reps when adherence to policy and Quality are not met
● Manage Reps’ attendance, time-off requests, overtime accrual, and schedules by
communicating guidelines and upholding expectations on company policies
● Lead team meetings to discuss daily operations and performance to create a strong sense
of motivation and encouragement
● Hold 1-on-1 meetings and call breakdowns with each Rep on his/her team
● Monitor Rep Focus Fire interaction and provide coaching for compliance with best practices,
policies, and Rules of Engagement
● Collaborate with Quality to understand emergent trends and implement best practices
● Collaborate with Training to facilitate a successful transition from Training to the floor
● Participate in interviewing prospective CSR candidates and assessing the necessary skills
and traits that best align with the position and the Opcity culture
● Collaborate with other CSMs to creatively foster a fun and positive work environment
● Provide reports and/or assessments of Rep performance, attendance, development,
achievements, as requested

#LI-MS1
Diversity is important to us, therefore, realtor.com is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, realtor.com will provide reasonable accommodations for otherwise qualified disabled individuals.

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Technology we use

  • Engineering
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Location

Cool downtown office nestled in the bars and restaurants of East 6th Street

What are realtor.com Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
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