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The Agent Success team is dedicated to elevating the estate agent experience by focusing on satisfaction, long-term retention, and service adoption. As an Agent Success Associate, you’ll be the frontline problem-solver; not only investigating and resolving active issues but also proactively identifying ways to prevent them before they start.
Job Responsibility:
Dealing with escalated issues / disputes with estate agents over the phone, making account management decisions
Contacting unsubscribed agents, asking for their feedback
attempting to resolve the situation and bring them back to the service
Contacting ‘at risk’ agents attempting to resolve any outstanding issues and maintain the relationship
Assessing agents level of interaction with the service, identifying and communicating areas for improvement to maximise the value for both GetAgent and our partners
Responding to escalated email tickets
Conducting onboarding calls with new estate agents
Presenting cases to senior team members as required to support decision-making
Taking part in various projects and events, with a focus on raising the profile of GetAgent throughout the Estate Agent community
Managing sponsored area subscription account queries and retention
Requirements:
Comfortable conducting phone calls and building rapport over the phone
Strong email communication skills
Empathetic listener with a solution/resolution focus
Resilience
Diligent with keeping on top of administrative tasks and following processes correctly
Gathers necessary information and context to support with decision making - presents cases in a logical manner
Positive attitude, proactive in sharing the team workload
Effective management of workload with shifting priorities