Customer Service Coordinator

*Job Summary*Hit Apply below to send your application for consideration Ensure that your CV is up to date, and that you have read the job specs first.* Provide training to agents and staff on customer service techniques and best practices.* Ensure the complete satisfaction of all potential clients, customers, and vendors.* Follow up on referral leads.* Orchestrate the Home Services Vendor Program by attracting, retaining, and promoting high quality vendors.* Maintain and troubleshoot chat, lead tracking and lead generation software programs.* Grow company generated web leads and transaction conversion rate.*Organizational Summary** Reports to: Vice President Relocation & Business Development* Directs: This is a non-supervisory position.* Other: Works closely with employees, agents, Ruhl Mortgage loan officers, Nelson Brothers Agency, management staff, Ruhl marketing, and the general public.*Essential Functions*_Customer Service Coordinator Related Duties_* Assign referrals in a timely manner. Assist with timely response and follow-up on all internet inquiries.* Prospect the pipeline from the Ruhl website and other internet lead sources to convert prospects to referrals and increase conversion rates.* Handle calls to Customer Service throughout the day to make sure listing inquiries are handled quickly and professionally, either by the listing Agent or by an assigned Agent.* Prospect Company Generated leads and assigns to Agents and Loan Officers, when appropriate.* Maintain contact with prospects.* Send Outgoing Referrals to Ruhl Relocation Department on listings and/or purchases, for out-of-town prospects.* Return all phone calls in a timely manner and direct to the appropriate person.*Training Provided by the customer service team:** Develop and hold Agent training for E-Team and LeadTrax.* Quarterly new Agent training on Home Services and Customer Service/Lead Management at Company Overview.* Skills Development training on Customer Service, Leads, and lead opportunities (Opcity) for new and existing Agents.* Create automated LeadTrax email offering Facts & Trends, etc.* Create scripts and reports.* Work with the LeadTrax staff, Website developer and the marketing department to complete testing on lead forms and facilitate lead-flow.* Be Knowledgeable on all Ruhl Tools_Reports_* Responsible for ensuring timely reporting, and putting together weekly and monthly reports for the Customer Service department including, but not limited to, agent conversion, coordinator conversion, pulling lead report information, entering information, filing of reports, and providing closed loan and conversion reporting to the President of the company, the President of Ruhl Mortgage, and company managers.* Look for errors in reporting and reporting methods while finding ways to increase the depth and breadth of the information that should be made available.* Weekly survey report and printing* Weekly electronic survey report* Monthly report on The Personal Marketing Company (TPMCO)* Monthly birthday and anniversary report*Other Duties** Manage the future development of leads for Customer Service and Ruhl Mortgage.* Monitor free leads to Agents and Loan Officers. Look for opportunities to convert more to referrals and closings.* Works with lead generation vendors to ensure smooth intake and conversion processes.* Management of business opportunities as they apply to increased mortgage conversion for Ruhl Mortgage.* Maintain a good relationship with all clients and customers, as well as building a rapport with our sales associates (agents), staff, and Ruhl Mortgage loan officers.* Point of contact for questions, concerns, and complaints by agents, clients and staff with regards to Customer Service issues. Informs manager, President, or CEO, and or office Sales Manager of any issues.* Address all issues relating to Customer Service from clients, agents, and staff.* Participation in goal setting within the Customer Service department and keeping track of conversion rates and internal growth.* Participates in and attends weekly sales meetings in ALL Ruhl offices.* Oversee all aspects of Customer Service.* When applicable, give input and create mock-ups for design of new forms for website pages.* Monitor Opcity Lead Program. Ensure timely reporting and referral fee payment for Opcity closings. Follow up with the Opcity accounting department about commission discrepancies. Reactivate and remove Ruhl agents from Opcity platform.*Home Services Vendor Program** Responsible for maintaining and building the Home Services Program. Asking agents what they need and what vendors want.* Meet with, and bring-on new vendors. Obtain necessary documentation ie. W-9, references, copy of insurance when applicable.* Maintain communication with active vendors and vendor prospects.* Work with the Marketing Department to create, maintain, and update the vendor portion of the Ruhl&Ruhl website.* Work with the Marketing Department to communicate vendor information to the company and public.* Build vendor pages for* Billing and invoice generation for vendors; ensure timely payment*Required Knowledge, Skills, and Abilities*Knowledge of: general office practices, real estate terminology, and spelling.Skill/Ability to: Prepare records, reports, and correspondence neatly and professionally; operate a variety of office machines including: telephone, fax, copier, printer, and computer, using standard word processing, spreadsheet, and data entry software (Google Suite and real estate programs). Type accurately at a speed of at least 40 words per minute. Maintain files accurately; multi-task; be patient and flexible and adjust to changing priorities; manage stress in a fast-paced environment; and establish and maintain effective working relationships with co-workers, agents, and the general public. Presentation and training skills will be necessary; needs to be comfortable speaking in front of groups, as well as interacting with the public, and approaching potential vendors.*Working Conditions** Climate controlled office.* Moderate noise level.* 40 hours per week between 8:00 am - 7:00 pm, Monday- Friday and up to 1 hour from home each day on Saturday and Sunday.* Provide back-up coverage to front desk/reception, flexibility with scheduling is required.* Some evenings and weekends with flexibility*Physical Demands** Sit, stand, walk and move about the office regularly.* Occasionally climb stairs, balance, stoop, kneel, crouch, or crawl.* Talk and hear both in person and on the telephone.* Use hands and fingers to manipulate or maneuver objects, tools, or controls and reach with hands and arms to type, write, and use the computer and telephone system.* Read reports and use the computer on a regular basis.* Occasionally lift and/or move up to 25 pounds.*Minimum Qualifications ** Bachelor's Degree or equivalent experience in sales and customer service.* Minimum 2 years customer service.* Sales Experience preferred.* Real estate license desirable, but not required.* Advanced computer skills with experience using: Google Suite or: Outlook, Word, Excel, PowerPoint, and Publisher, phone with access to email on nights/weekends.Job Type: Full-timePay: From $16.00 per hourExpected hours: 40 per weekBenefits:* 401(k) matching* Dental insurance* Health insurance* Vision insuranceEducation:* Bachelor's (Preferred)Experience:* Customer service: 2 years (Preferred)License/Certification:* Real Estate License (Preferred)Work Location: In person

Created: 2025-08-12