If you are interested, send me your resume at ben.herndon @ kw . com, both jobs are in Austin near Mopac and Beecaves.
#1 IT: Franchise Support Analyst
GOAL: To assist all KW Associates with issues and information relating to KW systems and processes.
1. Job Description
a. Manage Support Queue
i. Handle inbound requests for support via email, online chat and telephone
ii. Create and maintain customer relationships, managing issues and ensuring that customer problems are resolved within predefined timelines, and to the satisfaction of the customer
iii. Maintain a 1 business day response time to all requests, and alert management to increased call volume, or repeat problems when needed
iv. Follow procedures and scripts when answering repeat questions. Create and update scripts as needed to ensure a consistent message to the field
v. Maintain call category list and ensure that all calls are properly categorized for reporting and analysis
b. Perform Analysis and Provide Reporting
i. Perform analysis on historic call data to identify trends and recommend solutions for call reduction
ii. Work with team to enhance administrative tools and provide a more efficient request processing environment
iii. Attend weekly strategy meetings and provide input on support trends or issues.
c. Maintain Answers.kw.com Knowledgebase
i. Provide input to team and assist with definition of site enhancements or redesign as needed
ii. Ensure that all repeat questions, helpful hints, and FAQs are posted on the knowledgebase to provide easy self-service for our customers
iii. Enhance knowledgebase to include screen capture/playback, updated script information, and other helpful tools
d. Maintain Working Knowledge of all KW Systems
i. Maintain knowledge of complete KW tool set including the KW internet site, intranet, agent templates, KWU, goal setting, and other applications used by the field
ii. Acquire and maintain technical knowledge level adequate to assist users in changing technical environments, such as browser and email client updates
iii. Check systems at the start of each shift to ensure availability
iv. Own the client relationship and ensure that all calls are resolved, escalating to management when necessary
v. Review the queue periodically and follow up on any outstanding ticket that is not actively being worked, no matter who it is assigned to
2. Background
a. 1-3 years experience in email and telephone based Customer Technical Support
b. Real estate industry experience a plus
3. Skills
a. Proficient in the use of MS Office, including Word, Excel, Outlook and Power Point
b. Familiarity with web site design and development. Able to assist associates with web site setup and offer tips and tricks for maximizing template use
c. Understanding of desktop hardware and software, including the ability to configure email client, troubleshoot data load problems, and general technical skills
d. Excellent verbal and written communication skills. Able to provide verbal or written instructions and information in a clear and concise manner
• Work ethic – working the hours necessary to ensure that service levels are met and customers are happy
• Initiative – being proactive in completing tasks and initiating new processes and tasks as the need is discovered
• Communication – informing and recommending solutions, verbally and written, in email or posted to the web site
• Customer Service – attending to customer needs and making sure to do whatever is necessary to make the customer’s experience a great one
• Positive Energy – focusing on what CAN be done and bringing a fresh, positive viewpoint to all situations
• Quality – working expeditiously to resolve customer issues, while being careful to provide a high level of quality so that issues are resolved without frustrating email banter or confusion
#2 EVENTS: Event Project Coordinator
The Events team is searching for a highly motivated individual that thrives in a team environment and is driven by their desire to do good work. The ideal candidate will have a proven track record of success in positions demanding a high level of organization and superior customer service. This individual will help act as the front line for all KWRI event needs by managing both the department’s email and phone customer service inboxes.
This person will also be responsible for helping to plan, organize and facilitate the onsite attendee check-in areas for all KWRI events. The right candidate will also be able to juggle in the responsibility of helping our Regional Leadership teams with their Regional event needs, as well as working close with KWU to manage the new RSTLM Lite backend process.
Capabilities & Experience
• Communication skills – Demonstrates exceptionally strong written and verbal communication skills. Reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary. (Spanish fluency is a plus)
• Organizational ability – Demonstrates a systematic approach in carrying out assignments. Thrives on being orderly and excels at turning seemingly chaotic data into easy to understand communications and/or reports.
• Ability to multi-task – Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
• Analytical skills – Demonstrates a strong ability to identify, analyze and solve problems; at times even before they manifest. Translates problems into practical solutions.
• Client service skills – Consistently ensures the team provides the Associates with attentive, timely, courteous and informative responses. Gains and shows personal satisfaction from delivering great service.
• Intellectual ability – Accurately and consistently follows instructions delivered in either oral or written format. Quickly picks up on new concepts and/or tasks necessary to perform at the highest level.
Attitude
• Initiative – Shows willingness and aptitude to take appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures. Proactively takes on additional responsibility when both big and small tasks need to be done.
• Integrity – Firmly adheres to the values and ethics of Keller Williams Realty Inc. Exhibits honesty, discretion, and sound judgment.
• Cooperativeness – Willing to work with others, collaborating and compromising where necessary; thrives is a team setting.
• Flexibility – Is open to quick changing situations and opportunities and is willing to go the extra mile in order to get the job done.
• Tolerance for Stress / Resiliency – Maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with potentially stressful situations.
Essential Responsibilities & Tasks
• Pre and post-event Customer Service support for all KWRI events, including but not limited to:
o Provide courteous and timely responses to frequently asked questions submitted via both email and telephone
o Generation and management of online registration pages for all KWRI events via a proprietary registration tool (HTML coding knowledge a plus)
o Management of event payment plan opportunities: form development, data entry management, monthly accounts receivable and ownership of monthly monitoring and reporting
o Ability to work extra and/or flexible hours as needed in order to maintain expected levels of responsiveness during high volume periods (typically once a quarter, pre-event)
• On-site CS and registration support for all KWRI events, including but not limited to:
o Work with the Event Manager to create and develop functional onsite attendee check-in and Customer Service areas by maximizing each individual event’s unique space and time parameters
o Create and manage the onsite CS and registration staffing plans for each event
o Maintain weekly, monthly and annual attendance reports and rosters per event while constantly working to streamline processes and reporting as needed
o Maintain inventory and pack as needed all onsite registration supplies
o Work closely with Event Planning teams on any other duties as assigned, such as housing management, transportation, audio visual needs, etc.
o Ability to travel 1- 3 times per year, and up to 10 days at a time
• Support KWRI’s Regional Leadership teams’ event needs by helping to build and enable online registration links via our proprietary tool, process walk-in registrations in order to help finalize the rosters necessary to complete event reconciliation reports, and work closely with our Keller Williams University department to maintain necessary attendance records
• Support the KWRI Events team by constantly searching for creative ways to streamline processes and expenses while striving to maintain, or better, enhance the attendee experience at every turn
Education & Previous Employment
• High School diploma or equivalent required
• Bachelors degree preferred
• Minimum 2 – 3 years Customer Service work experience required
#1 IT: Franchise Support Analyst
GOAL: To assist all KW Associates with issues and information relating to KW systems and processes.
1. Job Description
a. Manage Support Queue
i. Handle inbound requests for support via email, online chat and telephone
ii. Create and maintain customer relationships, managing issues and ensuring that customer problems are resolved within predefined timelines, and to the satisfaction of the customer
iii. Maintain a 1 business day response time to all requests, and alert management to increased call volume, or repeat problems when needed
iv. Follow procedures and scripts when answering repeat questions. Create and update scripts as needed to ensure a consistent message to the field
v. Maintain call category list and ensure that all calls are properly categorized for reporting and analysis
b. Perform Analysis and Provide Reporting
i. Perform analysis on historic call data to identify trends and recommend solutions for call reduction
ii. Work with team to enhance administrative tools and provide a more efficient request processing environment
iii. Attend weekly strategy meetings and provide input on support trends or issues.
c. Maintain Answers.kw.com Knowledgebase
i. Provide input to team and assist with definition of site enhancements or redesign as needed
ii. Ensure that all repeat questions, helpful hints, and FAQs are posted on the knowledgebase to provide easy self-service for our customers
iii. Enhance knowledgebase to include screen capture/playback, updated script information, and other helpful tools
d. Maintain Working Knowledge of all KW Systems
i. Maintain knowledge of complete KW tool set including the KW internet site, intranet, agent templates, KWU, goal setting, and other applications used by the field
ii. Acquire and maintain technical knowledge level adequate to assist users in changing technical environments, such as browser and email client updates
iii. Check systems at the start of each shift to ensure availability
iv. Own the client relationship and ensure that all calls are resolved, escalating to management when necessary
v. Review the queue periodically and follow up on any outstanding ticket that is not actively being worked, no matter who it is assigned to
2. Background
a. 1-3 years experience in email and telephone based Customer Technical Support
b. Real estate industry experience a plus
3. Skills
a. Proficient in the use of MS Office, including Word, Excel, Outlook and Power Point
b. Familiarity with web site design and development. Able to assist associates with web site setup and offer tips and tricks for maximizing template use
c. Understanding of desktop hardware and software, including the ability to configure email client, troubleshoot data load problems, and general technical skills
d. Excellent verbal and written communication skills. Able to provide verbal or written instructions and information in a clear and concise manner
• Work ethic – working the hours necessary to ensure that service levels are met and customers are happy
• Initiative – being proactive in completing tasks and initiating new processes and tasks as the need is discovered
• Communication – informing and recommending solutions, verbally and written, in email or posted to the web site
• Customer Service – attending to customer needs and making sure to do whatever is necessary to make the customer’s experience a great one
• Positive Energy – focusing on what CAN be done and bringing a fresh, positive viewpoint to all situations
• Quality – working expeditiously to resolve customer issues, while being careful to provide a high level of quality so that issues are resolved without frustrating email banter or confusion
#2 EVENTS: Event Project Coordinator
The Events team is searching for a highly motivated individual that thrives in a team environment and is driven by their desire to do good work. The ideal candidate will have a proven track record of success in positions demanding a high level of organization and superior customer service. This individual will help act as the front line for all KWRI event needs by managing both the department’s email and phone customer service inboxes.
This person will also be responsible for helping to plan, organize and facilitate the onsite attendee check-in areas for all KWRI events. The right candidate will also be able to juggle in the responsibility of helping our Regional Leadership teams with their Regional event needs, as well as working close with KWU to manage the new RSTLM Lite backend process.
Capabilities & Experience
• Communication skills – Demonstrates exceptionally strong written and verbal communication skills. Reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary. (Spanish fluency is a plus)
• Organizational ability – Demonstrates a systematic approach in carrying out assignments. Thrives on being orderly and excels at turning seemingly chaotic data into easy to understand communications and/or reports.
• Ability to multi-task – Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
• Analytical skills – Demonstrates a strong ability to identify, analyze and solve problems; at times even before they manifest. Translates problems into practical solutions.
• Client service skills – Consistently ensures the team provides the Associates with attentive, timely, courteous and informative responses. Gains and shows personal satisfaction from delivering great service.
• Intellectual ability – Accurately and consistently follows instructions delivered in either oral or written format. Quickly picks up on new concepts and/or tasks necessary to perform at the highest level.
Attitude
• Initiative – Shows willingness and aptitude to take appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures. Proactively takes on additional responsibility when both big and small tasks need to be done.
• Integrity – Firmly adheres to the values and ethics of Keller Williams Realty Inc. Exhibits honesty, discretion, and sound judgment.
• Cooperativeness – Willing to work with others, collaborating and compromising where necessary; thrives is a team setting.
• Flexibility – Is open to quick changing situations and opportunities and is willing to go the extra mile in order to get the job done.
• Tolerance for Stress / Resiliency – Maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with potentially stressful situations.
Essential Responsibilities & Tasks
• Pre and post-event Customer Service support for all KWRI events, including but not limited to:
o Provide courteous and timely responses to frequently asked questions submitted via both email and telephone
o Generation and management of online registration pages for all KWRI events via a proprietary registration tool (HTML coding knowledge a plus)
o Management of event payment plan opportunities: form development, data entry management, monthly accounts receivable and ownership of monthly monitoring and reporting
o Ability to work extra and/or flexible hours as needed in order to maintain expected levels of responsiveness during high volume periods (typically once a quarter, pre-event)
• On-site CS and registration support for all KWRI events, including but not limited to:
o Work with the Event Manager to create and develop functional onsite attendee check-in and Customer Service areas by maximizing each individual event’s unique space and time parameters
o Create and manage the onsite CS and registration staffing plans for each event
o Maintain weekly, monthly and annual attendance reports and rosters per event while constantly working to streamline processes and reporting as needed
o Maintain inventory and pack as needed all onsite registration supplies
o Work closely with Event Planning teams on any other duties as assigned, such as housing management, transportation, audio visual needs, etc.
o Ability to travel 1- 3 times per year, and up to 10 days at a time
• Support KWRI’s Regional Leadership teams’ event needs by helping to build and enable online registration links via our proprietary tool, process walk-in registrations in order to help finalize the rosters necessary to complete event reconciliation reports, and work closely with our Keller Williams University department to maintain necessary attendance records
• Support the KWRI Events team by constantly searching for creative ways to streamline processes and expenses while striving to maintain, or better, enhance the attendee experience at every turn
Education & Previous Employment
• High School diploma or equivalent required
• Bachelors degree preferred
• Minimum 2 – 3 years Customer Service work experience required