Agent Services and Operations Coordinator

Job Description

Job Description

Summary:

Under the supervision of the Branch Manager and the Agent Experience Manager, and in collaboration with the Marketing Department, the Agent Services and Operations Coordinator serves as the primary point of contact for agent marketing, onboarding, and day-to-day support. This position ensures agents have the resources, tools, and personalized service needed to grow their business and deliver exceptional client experiences. The Agent Services and Operations Coordinator combines marketing knowledge, technology know-how, and strong customer service skills to elevate the overall agent experience and strengthen our brand presence across the market.

Responsibilities:

• Serve as dedicated daily contact for agents, providing responsive, high-quality support in person, by phone, and via email.
• Manage a portfolio of agents, developing trusted relationships and a strong understanding of each agent’s business goals and service needs.
• Provide personalized guidance on leveraging company tools, resources, and services to improve productivity and marketing effectiveness.
• Collaborate across departments to champion agent questions, feedback, and needs, ensuring timely follow-up and resolution.
• Partner closely with the Agent Experience Manager to ensure consistent service delivery and communication.
• Create and customize marketing collateral such as listing presentations, postcards, and social media graphics using approved company templates and brand standards.
• Liaise with the Marketing Department and Agent Experience Manager for complex or specialized requests, ensuring brand consistency and high-quality outcomes.
• Support office-level marketing initiatives, including branch social media content, print materials, and event collateral.
• Maintain a clear understanding of brand standards, marketing tools, and new company offerings to guide agents effectively.
• Coordinate and execute the onboarding experience for new agents, ensuring smooth setup of tools, systems, and marketing resources.
• Import and organize new agent databases; launch initial campaigns and communications to help agents engage their sphere.
• Deliver one-on-one and small group training sessions on marketing tools, templates, and platforms to encourage adoption and proficiency.
• Collaborate with the Marketing and Technology Departments and Agent Experience Manager to identify training needs and support company-wide rollout of new tools or initiatives.
• Provide hands-on assistance with company technology, marketing platforms, and presentation tools.
• Troubleshoot and coordinate solutions for agents experiencing technical challenges, working with IT as needed.
• Support office meetings and events through setup of digital and presentation equipment.
• Track and manage marketing and service requests to ensure timely completion and communication with agents.
• Partner with the Branch Manager to support recruiting efforts by showcasing the marketing and technology advantages available to new agents.
• Work collaboratively with regional ASCs, Marketing, and IT teams to share best practices and ensure consistent experiences across offices.
• Serve as a mentor or peer resource for other ASCs by offering guidance and managing day-to-day escalations when necessary.
• Provide feedback and insights to leadership on agent needs, tool performance, and service improvement opportunities.

Qualifications needed to perform this position:

• 2–3 years of experience in customer service, office administration, training, hospitality, or operations.
• Experience in real estate or a related industry preferred.
• Familiarity with live or virtual training environments is a plus.
• Genuine passion for supporting agents and helping them grow their business.
• Demonstrated ability to build credibility and trust with agents, leadership, and key stakeholders.
• Excellent listening and interpersonal skills; able to connect with others and understand their needs.
• Strong problem-solving and analytical abilities with the capacity to adapt and provide timely solutions.
• Clear and professional communicator with the ability to foster positive relationships across teams.
• Highly organized and detail-oriented, with strong follow-through and time management skills.
• Proficient in Canva, Microsoft Word, Excel, and Outlook; comfortable using social media platforms and learning new software tools.
• Capable of working on-site during standard office hours and effectively managing multiple priorities simultaneously.

Competencies needed to be successful in this position:

• Adaptability: Flexes; Adjusts quickly to changing priorities.
• Analysis/Strategic Skills: Identifies problems and opportunities; Relates and compares data from different sources.
• Customer Service/Alignment: Provides superior customer service by anticipating the needs of the customer; Maintains and grows the real estate business by responding and following up on all file inquires in a timely, professional manner; Has a strong sense of urgency by responding to requests for service and assistance and meets commitments; Makes each customer feel their needs are top priority; Solicits customer feedback to improve service.
• Decision Making/Problem Solving: Uses reason even when dealing with emotional topics; Generates sensible, realistic and/or practical solutions to problems.
• Dependability/Accountability: Follows instructions, responds to management direction; Takes responsibility for own actions; keeps commitments; Willing to work additional hours as requested by manager when necessary to reach company goals; Is consistently at work and on time.
• Initiative: Has the ability to work independently without direct supervision; Volunteers readily; Asks for and offers help when needed.
• Integrity: Puts the organization’s interests above self; ability to remain consistent in terms of what one says and one’s behavior towards others.
• Interpersonal Skills: Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
• Judgment/Decision Making: Gathers and analyzes information skillfully; Identifies and resolves problems in a timely manner; Ability to demonstrate consistent, logical and objective problem-solving skills; Demonstrates successful risk analysis in the area of title.
• Quality/Quantity: Demonstrates accuracy and thoroughness in work and research activities; Strong attention to detail; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality; Meets productivity standards; Completes work in a timely manner by exhibiting a sense of urgency with all files and/or outstanding issues associated with the files.
• Planning/Organizing: Prioritizes and plans work activities; Uses time efficiently; Able to plan a course of action for self to ensure the accomplishment of specific objectives.
• Reasoning Ability: Ability to apply common sense understanding to carry out detailed written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Contributes to building a positive team spirit.

Application Process

To express interest in this opportunity, please submit resumes or direct inquiries to:

Brooke Hazzard

View email address on us.fitly.work