Customer Experience Coordinator

Who We Are

Florida Realtors, the state's largest trade association, boasts a rich dedicated history of serving our members, the real estate community, and Florida homeowners for over a century. We stand as a key business partner for Realtors statewide, providing value-adding programs and services, outstanding business contacts and networking opportunities, engaging educational opportunities, up-to-the-minute industry data and research, and powerful legislative representation. The association headquarters is located in Orlando, and the Office of Public Policy is located two blocks from the state capital in Tallahassee. We work tirelessly to advocate for our members, for homeownership for all, and to elevate the real estate industry in the Sunshine State.

Who We’re Seeking

Florida Realtors is seeking a motivated and experienced Customer Experience Coordinator committed to delivering outstanding sales support to for our Technology Services department. The Customer Experience Coordinator plays a pivotal role in enhancing our sales processes and customer interactions. This role is crucial for strengthening relationships with existing clients and supporting the sales team in acquiring new business. It ensures that all client expectations and requests are met through exceptional service and effective communication. The ability to travel occasionally is required, as this position offers an critical and exciting opportunity to represent Forms Simplicity, Tech Helpline, and other relevant products at trade shows and expos, engaging with potential leads and showcasing product demonstrations. The ideal candidate will thrive in a culture that values innovation, proactive problem-solving, and a commitment to excellence in all sales experiences, and will be a person who is committed to continuous process optimization, demonstrating strong client support skills along with effective multitasking abilities.

What You’ll Do

• Act as a customer liaison by responding to client questions and complaints as well as collaborate with responsible team members to accurately respond to client requests
• Conduct prospect research and develop high-potential prospecting lists. Evaluate present customer list for opportunities
• Qualify new sales opportunities for Forms Simplicity and Tech Helpline through consistent contact via phone and email, scheduling meetings for the Associate Director of Sales
• Educate qualifying leads on the benefits of our products
• Create and update sales proposals, opportunities, and client account records in SalesForce
• Research competitors and keep track of their offerings as well as which associations offer them
• Represent Forms Simplicity, Tech Helpline, and other applicable products at trade shows and expos; obtain potential leads and conduct product demos and presentations. This includes planning and booking travel arrangements
• Notify clients via email and/or phone of our maintenance updates and service issues, which may occur after hours
• Facilitate Form Simplicity brokerage upgrades of 10-99 agents
• Maintain brokerage upgrade rosters by adding or removing agents per client requests and billing clients accordingly via PayPal
• Facilitate onboarding of new Tech Helpline clients
• Assist with managing client expectations by communicating with appropriate internal stakeholders to maintain successful client relationships
• Help maintain and nurture client relationships through outreach and other avenues to retain business year over year
• Collaborate with team on client outreach efforts, informing agents and brokers of the benefits via email and phone calls
• Participate in continued education to learn about new products and improved sales techniques
• Work in tandem with the Marketing Manager to develop sales prospecting content
• Remain flexible to work additional projects as requested or as needed
• Have proven ability to work well under challenging conditions

Qualified applicants will possess:

EDUCATION QUALIFICATIONS

• Associates degree required. Bachelor’s degree preferred.
• At least 2 years of sales, business administration, or customer service-related experience

POSITION REQUIREMENTS

• Previous experience with successful performance in similar roles
• Proven ability to develop relationships via phone and at trade shows
• Demonstrated experience developing prospecting lists and conducting prospect research
• Have a proactive attitude and be self-motivated to qualify potential leads over the phone
• Proficiency with CRM software and Microsoft Office Suite
• Have strong written and verbal communication skills
• Strong organizational skills with the ability to manage multiple projects simultaneously
• Ability to thrive both independently and collaboratively within a team environment
• Ability to travel as required for trade shows and marketing events

What You Need-to-Know

• Florida Realtors is strongly committed to creating a diverse and inclusive environment where a variety of backgrounds, cultures, orientations, ideas, and talents can flourish.
• Florida Realtors is an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.
• Employment offers are contingent upon satisfactory verification of a pre-employment criminal background check.
• Applicants need to be eligible to be employed in the United States.
• Pay is commensurate with education and experience.
• This position will be based in Orlando, FL, and will have a hybrid work environment.

Our people are passionate about what they do, the members they serve, the products they support, and the continued growth of the association. If you value collaboration, innovation, exceptional service, and dedication to a cause, all within a modern established professional environment, explore Florida Realtors and our commitment to the real estate community and Florida homeowners. Visit floridarealtors.org and connect with us on Facebook and LinkedIn.

Along with our growth-oriented, collaborative team environment, our full-time people are offered a complete suite of great benefits.

• Rewarding 401k plan with 6% company match, fully vested
• Free medical insurance for you as an employee
• Availability of dental, vision, FSA, disability coverage, company-paid life insurance, EAP, and more
• Partial remote and flexible work environment
• Generous paid vacation days and sick days, and 9 company holidays
• Vacation buy-back plan
• Possible $5000 grant on the purchase of your first home
• And a whole lot more